Complaints

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

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McSwain Carpets & Floors has 8 locations, listed below.

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  McSwain Carpets & Floors

  2430 E Kemper Road Unit B Cincinnati, OH 45241-5806

  
• 

  McSwain Carpets & Floors

  7931 Mall Road Florence, KY 41042

  
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  McSwain Carpets & Floors

  1170 Smiley Avenue Cincinnati, OH 45240

  
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  McSwain Carpets & Floors

  4730 Glendale Milford Road Cincinnati, OH 45242

  
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  McSwain Carpets & Floors

  8394 Beechmont Avenue Cincinnati, OH 45255

  

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:04/23/2025

  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.

  My wife & I checked out McSwain over 2 months ago. After making decisions on 2 carpet & 1 vinyl products, a tech came & made measurements. The salesman called to discuss the quote & left a voicemail. After a week of calling back & not being able to reach him, we went into the store to finalize the order & were met with excuses on why he had been MIA the past week. We were assured that the install would be able to happen before our deadline 5 weeks out when furniture had to be moved. I waited 2 weeks with no communication from McSwain before calling to get a status update. The flooring was in, & they were waiting on bull nose & transition strips before the install could happen & everything had been ordered. A week later, I called for another status update & learned the materials hadn't been ordered until after my aforementioned call. Despite this, we set up the install dates in time for my deadline assuming that the materials would arrive in time. The vinyl install was first- the crew was skilled & respectful, but they borrowed my extension cord without asking and almost walked off with it until I confronted them. They cut the bullnose too short on accident and ran out of material and would have to come back. The carpet guys came the following day and were awesome. However, they mentioned that the transition strips were done incorrectly the previous day and tore them out and put a temporary solution in place to hold the carpet down. The installer talked to his boss and had him order the correct materials. After another 2 weeks of no updates, I call and the follow-up install is scheduled. When the installer came, he looked at the job and apologized because the material they ordered was incorrect and he would not be able to complete the job. It has been 2 over months since we began the process, and based on the time it has taken for materials to get in, it will be at least another 2 weeks before this gets completed, assuming they ordered it correctly this time.

  

  Business Response

  Date: 04/25/2025

  Our Senior Director of Installation, Tony, has spoken with *** *****. The job is scheduled for completion during the week of April 28, 2025. Tony and *** ***** also discussed compensation and are currently working together to finalize the details.

  Customer Answer

  Date: 04/25/2025

  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. 
  
  
  
  Regards,
  
  
  
  **** *****
  

• Initial Complaint

  Date:03/02/2024

  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.

  Our builder used McSwains to provide flooring and tile for the new home we purchased.
  We chose an Armstrong hardwood product for multiple areas of our home. Apparently the product they sold us had manufacturing issues that McSwain knew about but Armstrong went out of business.
  We notified McSwains that there were problems with the flooring last April (2023) and they had an independent inspection of the flooring in May. Since then we have gotten the run around from McSwains and no resolution. They initially said that they “couldn’t guarantee anything” but they would “make it right”. I last emailed them 2/19/24 to ask them to give me a response by the end of the month and received a I’ll get back to you tomorrow email and nothing since…

  

  Business Response

  Date: 03/04/2024

  This complaint should not have been filed against us. Our customer is Homewood Development, not the individual homeowner since we did not sell directly to the consumer. The floor was installed in 2019. April 2023 our Director of Installation Services went to the home to inspect the floor. There were no installation issues. McSwain was in contact with the builder. McSwain contacted the manufacturer and requested an independent inspection. An independent inspector from the National Hardwood Flooring Association (NWFA) inspected in June 2023. We received the inspection report in September 2023. This report was also shared with the builder at this time. The manufacturer found the issue is not manufacturer related and is not the type of problem covered by the warranty. The full report is attached. 
  

  Customer Answer

  Date: 03/09/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******** ********

  I am amazed at the quick reply by McSwain's.  As noted one of my complaints was their terrible communications.  This reply proves this point as NONE of the information in their response was ever sent to me.

  Their initial statement that our builder was their "customer" not me is a ridiculous attempt at avoiding responsibility.  My wife and I were present in their showroom to make selections and worked with their staff directly.  We were present during both inspections and have been communicating with McSwains. 

  They knew the material was substandard and verbally told us that this product from Armstrong was known to have these issues.  They stated that since Armstrong was out of business they would not be able to get any resolution from Armstrong.  I believe that they still should be held responsible for selling a defective product and should fix the issues with the product by refinishing the floor.

  I have included information from out meetings, correspondence with our builder, and email with McSwains 

  Thank you.

• Initial Complaint

  Date:12/31/2023

  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: ******* $1200 ********** Inconvenience Refund.. McSwain installed hardwood in the study then refinished the hardwood on the entire first floor and the stairs, Jul 10 - 14, '23. As a result of poor workmanship/training, the floors were refinished a 2nd time (re-do), Jul 24 -28, '23 without charge and they paid for the lodging, food, dog boarding expenses we incurred during the re-do... They did not refund us $1200 for the 11 inconveniences caused by poor workmanship/training including 1) Rehanging plastic on doors/kitchen cabinets to reduce dust for re-do, 2) Dusting walls/furniture in family room b/c torn plastic seal, 3) Coming home nightly to check fountain, 4) Calling 4X after re-do to finish the work, 5) Resealing 5 upstairs bed/bath doors for re-do... Photos: **** - Sealed 8 upstairs bed/bathroom doors, ******* - Thrown heater register puncture, **** - We hung plastic in kitchen then rehung for re-do, **** - Blue 1.5" stripe stair-riser example for 15 stair risers stained brown after first refinish, **** 3-4 ft hole in plastic sealed family room.

  

  Business Response

  Date: 01/14/2024

  The ********** experience was an anomaly and McSwain has apologized for the inconvenience and poor experience. Our Senior Director of Installation & Customer Experience communicated with **** **********. McSwain agreed to reimburse the **********s for any out of pocket expenses that occurred while we completed their project. A total of $1563.96 was credited back to the initial form of payment for food, lodging, paint and dog boarding in October. This was communicated with **** ********** in October and she was in agreement. She reached back out in December requesting we credit an additional amount.  Our Senior Director of Installation & Customer Experience replied back to **** ********** stating that no additional credit would be given, as McSwain has already reimbursed the customer for the expenses as agreed upon.  This job contracted has been completed. 

  
  

  Customer Answer

  Date: 01/27/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business and find it unacceptable.  My reasons for rejecting McSwain's response are included in the uploaded document.  If you can edit out my name on the original complaint and in McSwain's response that would be helpful.
  

  Thank you,
  
  *****
  
  

• Initial Complaint

  Date:08/18/2023

  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.

  In October 2022, I financed and hired McSwain Carpets **** ** ******** ** to install a Luxury Vinyl Plank floor in my residence. The amount was $5,058. During installation, I questioned places that seemed to not lay flat, and was told not to worry as it would lay down. Also, after the installation, I noticed a scratch approximately 1 1/2' long where the refrigerator was pushed back into place. I have been calling for months about the situation. A manager has been to my house and took pictures and I was told that the floor should be "replaced", and that the work order was put in. I received a call from customer service and was told the material was in and they put me on the schedule or a week later. Then they called back and said that i was taken off the schedule and they were in touch with the manufacturer. I have continued to call. They tell me they will contact a specific person. No response. I call. They tell me they will look into it. No response. It is now 10 months later and my floor is getting worse. Seams separated, planks loose and uneven. The last contact 3 days ago has been again left with no resolution and no hope that they will do the right thing

  

  Business Response

  Date: 08/21/2023

  We are very sorry for the issues our customer is experiencing. We have filed a claim with the manufacturer and are awaiting their response to move forward with resolving this matter. This information has been communicated to the customer.