Complaints

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

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• 

  Mullican Flooring

  P.O. Box 3549 Johnson City, TN 37604

• 

  Mullican Flooring

  655 Woodlyn Rd Johnson City, TN 37601

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:06/16/2025

  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.

  I originally ordered over $6000 in hardwood flooring made by Mullican Flooring through my local building supply store, New River Building Supply on December 13, 2024. The wood was delivered on 1/6/25. My installer unboxed the first box of flooring and noticed that all of the boards in the box had scratches on them. He proceeded to open several more boxes only to discover that all of the pieces were defective. I contacted the representative at New River, ****** Benefield, and she contacted Gennett Lumber, who I was told is the distributor. They contacted Mullican who agreed to take back the flooring and exchange it for something else. ****** informed me that the rep. from Mullican told them that the flooring I had received was damaged as a result of a machine they run it through (acknowledging the defective shipment). I exchanged this flooring for a completely different color, hoping to get non-defective flooring. The replacement shipment came in March, 2025 and this time the order contained almost all short boards when there was supposed to be a fairly even ratio of long, medium, and short. The Gennett rep. told my installed to unbox and lay out ALL of the flooring and take photos so that they could send it to Mullican. At this point, New River rep. ****** told me that she was going to get me a refund because she lost faith in the quality of Mullican's product. I was also told that a claim was started to cover the labor I paid the installer to unbox and position ALL of the wood, take photos, and rebox. I was never compensated for this and New River has stopped responding to my email inquiries when I was told I would receive a refund for this labor cost. New River filed a claim back in March, 2025 and I have attached it here. I have email threads from ******* **** *** *** **** from Mullican who were CC'd on the claim process.

  Business Response

  Date: 06/17/2025

  This claim was sent to us at the end of May 2025. Currently it is still in a review status. As soon as a determination is made, we will notify the distributor/ retailer, and they will be in touch with the customer. 

  Business Response

  Date: 06/17/2025

  The industry-standard labor cost for the installed material has been approved and communicated to the distributor. Once the credit is processed, it will be forwarded to the retailer, who will ensure it is delivered to the customer.

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 Mullican Floors installed in 1st floor of entire home that was purchased through a floor vendor/company of theirs who is highly reputable in the industry. Within 3 months the floors are cupping/splitting/delaminating, and becoming misaligned throughout. The material was acclimated for at least 10 days in my home prior to install. Floor vendor agrees with me as we both believe and know it to be a manufacturing issue. I have the same floor throughout 2nd floor (installed a year prior) with no issue at all. Mullican refuses to accept any responsibility for the issue at all. Floor vendor is willing to contribute but needs Mullican to participate for the bulk of it. Mullican is being dishonorable

  Business Response

  Date: 06/02/2025

  The report states the floor
  is dry cupping this is an environmental issue not a manufacturing defect. We have already issued
  a credit for labor and cartons as a customer accommodation.

  Business Response

  Date: 06/17/2025

  We did check with the distributor and a credit was received by them and issued to the retailer on 8/12/2024 for 7ctns of flooring and $1200.00. We reviewed the 3rd party NWFA inspection report that was conducted on 3/20/2025. It was determined by the inspector:

  Final Assessment
  The observed performance issues—cupping, checking, and ply separation—are caused by
  sustained low relative humidity post-installation. These findings align with known behaviors of
  engineered wood flooring subjected to dry conditions and are considered site-related rather than
  indicative of product or installation defects.

  Where this is not a manufacturing related issue no other credit will be given for this claim. 

  Customer Answer

  Date: 06/17/2025

  
  
  Complaint: ********
  
  
  I am rejecting this response because: This was a credit for bad materials PRIOR to installation. This scenario/credit has nothing to do with how the floor performed after installation. Also, my home is in the standard range of "normal" humidity levels for the NE corridor. If they feel its a potential issue, they they should not be selling this product in the NE corridor. Again, bad business practices. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:07/15/2024

  Type:Billing 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.

  Great Lakes Flooring (purchased from Menards) was installed in our house in May of 2023. Less than a month later we started experiencing cracked boards, bubbling, separating, denting, and other issues. We filed a complaint with Menards which they forwarded to Great Lakes Flooring. Great Lakes Flooring requested more information which we provided. They then claimed all of these problems are due to the cleaner being used. This flooring starting having these problems long before it even saw a Swiffer. To have received such a poor thought out denial is absurd. To receive this letter is disappointing to say the least.
  
  Based on our daily observations of the flooring, it is clear that the cleaner used is not causing unsightly bubbles, splits, rough edges, separating, and denting in the flooring. Some of our defects including splinters in the wood, separating boards, and boards with gaps beneath the veneer have absolutely nothing to do with cleaning and are more likely manufactured defects.
  
  Additionally these defects began occurring much before the floor had seen any sort of cleaning product.
  
  The denial letter states that certain cleaning products may cause a dull finish or a tough residue. Neither of these defects were mentioned in our complaint nor have we experienced them. We are experiencing defects different from those caused by incorrect cleaning products.
  
  We requested our claim be reviewed an additional time or passed along to a different team member for review. However, Great Lakes Flooring has been ignoring us since this request on June 23, 2024.
  
  We would like to request a full refund from Great Lakes Flooring or Menards as every room in our house with this product installed has manufactured defects in the flooring. Which was also inspected prior to installation.
  
  Please review our full claim before contacting.

  Business Response

  Date: 08/27/2024

  Hello, we hate to hear that you are unhappy with flooring material installed in your home.  After carefully reviewing the information submitted, we would like to offer two cartons of material for plank replacements and **** for labor to replace the 10 planks noted as having issues.  To accept this offer, you will need to reply stating so, and the credits and detail will go back through the retailer where the flooring was purchased.  This is being offered as a one-time customer courtesy.  Please note that the cleaning method currently being used voids the warranty.  Per the warranty, use of non-approved cleaning and maintenance products including oil soap, liquid/paste wax, oil, silicone or ammonia based products will void all warranties.  Additionally, cleaning the flooring with water and Murphy's Wood Cleaner will cause the issues you are seeing to worsen.  It is important that you discontinue this cleaning method and use only an approved wood floor cleaner such as Bona Hardwood Floor Cleaner.  I hope this helps, and should you have any additional questions please let us know.  

  Business Response

  Date: 09/04/2024

  Hello, I reviewed Mrs. ************ response and she advised she would accept the offer as outlined.  I will have our claims department process a check for the agreed upon labor and additionally ship 1 carton of flooring to Mrs. ************ home.  We will submit all of this within the next 3 business days to close out this claim and complaint.  

  Customer Answer

  Date: 09/06/2024

  Hello, the company stated in the last reply they are only sending me 1 carton of product when in their orginal offer- attached and in communications history- they say they will send 2. Are you able to follow up with them to make sure they send * cartons and **** as offered?

  Thank you,

• Initial Complaint

  Date:06/11/2024

  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.

  I have purchased Mullican Flooring to replace my floors throughout my home. I purchased my flooring through a flooring company, Kimberling Interiors and had Kimberling professionally install the floors. Roughly after 3 years of the floors being installed the planks began to bow, break, and separate from one another. I worked with my installer to have the floors replaced as outlined by Mullican Flooring warranty. I hired an independent consultant to review my floors and submit a report. Upon reviewing the report Mullican agreed to replace my floors, but providing only the material. I am seeking to get reimbursed for the additional install cost of ******. I reached out directly to Mullican to cover the install cost and they were not willing to work with me. Mullican has already admitted fault by replacing my material, but why does the burden of install cost fall back on me the consumer when the sole reason the reinstall needs to take place was due to a faulty product. My claim number with Mullican Flooring is Claim * *****. I have worked with Kimberling Interiors, now Edwin *******, to tear out the faulty floors and reinstall the new floors at a cost of ******. To rectify this issues I am looking for reimbursement of ****** from Mullican Flooring. Additional details are attached.

• Initial Complaint

  Date:05/16/2024

  Type:Product 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 bought vinyl flooring (580 sq ft) from Menards (Great Lake Defender series, manufactured by Mullican Flooring) in December 2023 and had it installed by an independent contractor in January 2024. Within a month of installation, the vinyl flooring started having issues. I filed a claim with Menards in March 2024, and they forwarded it to Mullican Flooring. Mullican Flooring hired a floor inspection service to check the flooring in my home, and they found the vinyl flooring was defective. I requested a full refund for the product and the installation labor costs. However, they only offered me a partial refund for the product in the form of store credit and refused to cover the installation costs. I spent thousands of dollars on new flooring, and it didn't last a few months. The product has a lifetime warranty. They should refund me the cost of the product and the installation.

• Initial Complaint

  Date:05/14/2024

  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.

  Oak gunstock engineered hardwood. 1617 sq ft. Manufacturer complaint. Not flooring supplier. Flooring supplier invoice included to document cost of defective flooring.
  Warning to others to not buy this product. Had 3” planks installed by builder 8 yrs ago with no issues. Due to water damage necessitating replacement, chose to change to 5” planks. Wish I had read reviews first. Too many short pieces, damaged and defective planks and different thicknesses of planks. So many defective planks had to be discarded. Could not return to supplier so had the flooring installed by my contractor. Had to have finisher come back and seal the open knots and replace planks that sat higher than connecting planks. Reading reviews I am very concerned flooring will deteriorate as others have experienced. Very disappointed in product and should have taken photo of the pile of discarded planks before contractor removed.

• Initial Complaint

  Date:03/18/2024

  Type:Product 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 the engineered hardwood flooring and in the first year the stain started coming off. We turned in a claim and they denied us because of excessive wear. We have a 10 year warranty. They gave us a defective floor and would do nothing to fix the problem.

• Initial Complaint

  Date:06/30/2023

  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.

  Noisy floors. Installer and retailer of your floors is ****** flooring in tappahannock ba.
  Scott ******.
  I have contacted him several times on these floors and he will not start a complaint with you as I understand it should start there.
  He does not have a contractor lic as I just found out.
  The noise of these hardwood floors are unacceptable and will take to justice.

  Business Response

  Date: 06/30/2023

  Mr. ******** 

  We have contacted our Distributor Partner as well as the retailer, and they are going to work next week to file a formal claim on your behalf.  Once we receive the necessary paperwork, our Claims Department will review the information.  Should additional information be needed, someone will contact you for that.  However, if no other information is necessary, a decision will be made on the claim and a letter provided to the Distributor who in turn will send that onto the retailer to provide you with.  

  We hope this helps and should you have any other questions, please contact the retailer.  

  Kind Regards, 

  Mullican Flooring 

  Business Response

  Date: 07/06/2023

  Hello, I spoke with our Regional Sales Manager and he advised a formal claim would be submitted on Monday, July 10th.  Once we receive that paperwork, our Claims Department will schedule an independent inspection with an NWFA Certified Independent Inspector.  Once the inspection report is received, we will review the findings and provide a decision on this complaint.  The inspector will contact you to arrange a date and time for the inspection to occur.  This process can take 2-4 weeks, so please be patient as we await the inspection and inspection results.  Kind Regards, 

  Mullican Flooring 

  Customer Answer

  Date: 07/10/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20258211, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Paul *******

• Initial Complaint

  Date:06/13/2023

  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.

  Noisy floors and installer will not follow up on the process of warranty claim per manufacture instructions

  Business Response

  Date: 06/14/2023

  Good morning,
  

  I have spoken with our Claims Department and there is no
  record of a claim on file under this name, Paul *******.  All claims must follow the chain of
  sale.  We can assist you further once we receive
  the official claim.  If you can provide
  us with the installer information, along with the retailer that you purchased
  the flooring from, we may be able to reach out to distribution to try and
  assist in getting the claims process started.
  

  Thank you,
  

  Mullican Flooring

• Initial Complaint

  Date:05/22/2023

  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.

  We have been waiting since January 2023 to get our tile that was installed incorrectly fixed in a timely manner

  Business Response

  Date: 05/22/2023

  Mr. B******

  Before I can assist you further, I will need to know where you filed a claim at, what the product is, and if we communicated with you regarding a resolution for your claim.  I additionally need to know what product you purchased, how much was installed, and what the issues are you are experiencing.  Once I have this information, I can better assist you. 

  Kind Regards, 

  Mullican Flooring 

  Customer Answer

  Date: 05/23/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20090274, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Walter ******