Complaints

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:07/12/2025

  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.

  They were hired to level and install LVP glue down flooring. Initially the first ********* was not leveling the floor, didnt listen to our concerns and we asked him to stop. A new ********* came and we explained our concerns and they argreed with them and they would rip it all up and start over. As they completed some of leveling we continued to address concerns of areas where they were still 1/2 inch to 1 inch off of level and they said they would correct it. We asked continuously how they knew it was level and they only had 6 foot level, they didnt use lasers or any other equipment with to help them. Now install is complete and cabinets are trying to be installed. The ********* is struggling to get cabinets to sit flat and now install in mudroom is even worse and he stopped working because he would need to scribe our new cabinets an inch in a area to get them to sit. There is also a huge hump in our hallway and many other peaks and humps through the over 1000 square feet of flooring they put in. From all the research we have done and speaking with other contractors this is not industry standards. Areas that are off 1 inch in 6 feet. We expressed continued concerns and asked for managers and to talk to the owner and they just ignore the messages and they are refusing to correct the issues now and told us that we will need to deal with it with finish carpentry.That will be added cost for us and we have given them over $14,000 so far and very poor execution. A company of their stature and long time in business should not allow this to happen and then ignore our requests to speak to management or owners.I have attached numerous photos to help you see some of the troubled spots. This is just one that can easily point out and they also have all sent to ******* at Floors By Roberts.

  Business Response

  Date: 07/21/2025

  Multiple designers spent a great deal of time with the customers going out of our way to assist them with their flooring selection. At no point was the customer guaranteed a level floor. In fact the proposal they were sent mentions that there could be unforeseen conditions that could change the installation. Note - We are a floor COVERING store.  We are not responsible for for the leveling of existing floors, underlayment, and plywood. It is not a part of our contract and was not implied that we would provide that service. Our measure guy and installers all assured them that we would do what we could. Unfortunately, we were working with an impossible home situation. The floor was unlevel and the board was improperly installed by others. In hindsight we admit that we should have walked away from the job and never attempt an impossible install. Howeverwe made the mistake to try our best with what we had to work with. Normally in a situation like this the contractor, floor covering company, and cabinet installers would work together to resolve the situation. Howeverneither the contractor or cabinet company addressed their responsibilities but rather all blame was put on us. While the customers blame us we are confident that they would have had the same results no matter who attempted to install. They selected a quality floor and we sent multiple veteran installers with decades of experience. The only fault we will take is that we should have walked away. However, we always try to please our customers in this case that did not happen. We are offering what we feel is a very generous refund, allow them to keep the floor as is, and hire someone else going forward. The contractor, customer, and cabinet installers have not worked with us so we feel it is best to turn the project over to them. Following is the message sent to the homeowner prior to our letter from the BBB. Please feel free to contact us with any additional questions or concerns!
  
  
  We wanted to get back to you acknowledging that we are aware of your displeasure with your luxury vinyl plank installation.  As we stated in your original proposal there are oftentimes unforeseen situations that arise on the job site.  Early on in your installation we became aware of some significant job site issues however, we were confident that our experienced installers could still do an acceptable job.  Based on the pictures that you have provided we realize that is not the case and we are truly sorry. We also apologize for the late response.  We have not been ignoring your situation. Our store owner and manager have been out of the country.  ******* is very sorry for your inconvenience and feels terrible.  However, she did not feel comfortable making a decision or any promises until she had had a chance to discuss this with the installers and owners.  After many phone calls and reviewing your photos and emails, we feel it is in our best interest to offer you what we feel is a generous discount as an inconvenience allowance for you to accept the flooring as installed.  We are offering a 50% discount of $8,540.00 which would result in a refund check to you.  The reimbursement check could be picked up at your convenience or mailed out immediately.  The owners / managers will be back in town and available on Friday as well as next week if you would like to discuss this with them and share your thoughts and concerns.  Once again, we are truly sorry that we were unable to complete your project to your satisfaction.  While we always attempt to level floors to the best of our abilities at no point can we guarantee a completely level floor.  We will wait to hear back from you.  We truly appreciate your business and once again apologize for the inconvenience and frustration.

  Customer Answer

  Date: 07/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  At this point we are rejecting the response from Floors by Roberts. 
  First of all, when your representative from your company came out to do measurements, he was shown the areas where the floor wasn't level. It was discussions that we had with your company.  When the quote was created and approved and money was put down, we paid you to install the underlayment, we paid you to self-level the floor, it was all items that you charged us.  So where and how would we know that you do not do this type of work, you made the choice to take on the project and we paid for the services that you said you offered and did.   Also we were told by your company that if we wanted a floor warranty that you would have to install the underlayment, or we would have looked at other options for that install. 
  
  When your first sub-contractor came out, he did it wrong,you sent a different installer, and he agreed it was not done correctly, and you chose to rip the entire thing up and start over stating that you could do it the right way.  Some of the areas that are completely off level now are caused by how the install was completed and some areas are better then they were when started. 
  
  As far as the contractor not addressing this with you, that is also false **** from Finding Time Contracting came here and met with ***** and he expressed his concerns with them, he stated how his flooring company would handle the situation and spoke with ***** and ******* from your company about these same concerns.  We had tried multiple times by phone and text messages to ******* at Floors by Roberts to have management contact us for over a week before we went to the BBB.  Our concerns were ignored by everyone,so I am not sure how our contractor **** or us could have done more.  **** was also on all text messages to ******* at Floors by Roberts, so he was definitely a part of the process and did what he could to assist us in correcting this before we continued moving forward in the install.  I can provide all the text messages too if we need to asking and begging for someone to contact us to work with us. 
  
  The discount that is being offered to us, will not cover the cost to re do this floor, we will need to hire them to remove several spots, do some leveling or sanding to remove the humps, purchasing of new supplies (glue,flooring, etc).  We feel that we should be given a full refund of what we have paid.

  I have attached a copy of the invoice showing that we paid for the services. 

  
  Regards,
  
  **** *******

  Business Response

  Date: 07/30/2025

  When **** measured your job site not all of the rip out was done by the owner or contractor yet.The owner then installed some of their own subfloor to replace what was ripped out, which was done incorrectly. Even before that was done it was discussed that we would do our best to make the floor flat but could not guarantee it and we would not be able to make the floor completely level.
  
  Yes,the first ********* that we sent to your project did not do as much sanding and leveling as we felt necessary so we pulled him off, ripped out what he had done,and essentially started over, all at our cost. We then sent other *********s who took more time prepping the floor but again there was no guarantee that the floor would be level.
  
  The discount offered should be more than enough to have the areas in question redone.  We did the best that we could considering the jobsite conditions

  Customer Answer

  Date: 08/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  If you are thinking the amount that you are offering is going to be enough to cover the cost to fix the issues we have, should we then get a quote from another flooring company on what they would charge to come in and correct the major concern areas that we have shared as well as one that we are continuing to find, and also have them finish the install of trim work, fix the pieces that are not glued down, etc.  We want to be sure that the amount we accept and take is enough to cover the cost to correct the pain points.  We can reach out to our general contractor and get a quote started with another flooring company if that is acceptable, as he has been apart of the entire process with us and knows the issues at hand. 
  
  Regards,
  
  **** *******