Complaints
This profile includes complaints for Utah Flooring & Design's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 8 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/22/2023
Type: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.
New tile shower not level. Can not set door properly. Needs to be removed, floor level and door replaced.
Business Response
Date: 03/23/2023
As per our field manager said the customer needed to hire a plumber to move his drain. Since they had to stand up shower, demoed, some of the fixtures would not fit due to the new tile job. Definitely not an installer air per our field manager.Customer Answer
Date: 03/25/2023
Complaint: 19637479
I am rejecting this response because:
Not the problem. Entry to shower not square can not hang New door.
Sincerely,
*********************Business Response
Date: 03/27/2023
Normally they have to get measurements after the shower is installed. Sales gentleman informs them that they may not be able to use our shower doors once we do their showers. Because they may not fit. You cannot fabricate a door before the tile is installed.Customer Answer
Date: 03/28/2023
Complaint: 19637479
I am rejecting this response because: what Thay are responding to is not the problem. I will submit again, the opening to the shower is not level. I installed a new door and when it is opened both doors slide to the left because the track is sloped from right to left because the floor it sets on is sloped from right to left. Tile needs to be removed and reset level. this is on the entry *****.
Sincerely,
*********************Business Response
Date: 04/05/2023
Please call our office to further discuss, **********(*****).Initial Complaint
Date:09/26/2022
Type: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.
Contracted with the company to unbuild and area of laminate flooring in order to facilitate repairs on other laminate areas where the laminate was loosened due to ice maker failure. I paid half down and the work was scheduled to start July 28, 2022. There was poor coordination between the estimator and those who set up the work, which ended up with the job not being completed properly. I e-mailed my concerns and was told by ****** on August 2 that I would be refunded a total of $579.00. I heard nothing more until I called and spoke with ***** on about August 17. She stated that I had not signed and returned the updated contract. I had not received the update which she then e-mailed me. The update had reduced the amount to be refunded to $424. I signed it without protest in order to the resolve the matter. I have heard nothing further even though I communicated again by e-mail on August 29 and have had no response.Business Response
Date: 09/27/2022
Our office is working on a final resolution. Please contact our office at **********. Thank youCustomer Answer
Date: 09/28/2022
Complaint: 18130362
I am rejecting this response because: You have already told me what you intend to do. Just do it. Reimburse the $424.00 which you promised.
Sincerely,
*****************************Business Response
Date: 09/30/2022
The management is reviewing it farther and will get back with customer.Customer Answer
Date: 10/03/2022
Complaint: 18130362
I am rejecting this response because: Based on previous conversations with the business, I was given a satisfactory response to reimburse to me $424. I believe the business is unnecessarily delaying resolution by failing to take the action that they, themselves promised.
Sincerely,
*****************************Business Response
Date: 10/03/2022
Definitely not the case. Our office is looking into it and will update the customer.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.