Complaints

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased countertops from flooring liquidators and they released the countertops to a contractor that works with the San ****** store for installation.I also purchased flooring and kitchen cabinets.They gave me a contractor referral named ***************************, license #******, and told me he was the best.****************** installed my flooring ok, but some repairs are needed. Then ****************** brought his workers to my house to install the kitchen cabinets, but he did not fix the flooring repairs. His workers nailed my fridge, did not follow the design, and made poor cuts to install the cabinets. They used screws that are longer than the thickness of the cabinets, causing a lot of damage to the outside panels. There are hundreds of visible s**** marks showing on the outside of the cabinets. They also installed the range hood incorrectly. I made several attempts to have him return to my house to repair the poor workmanship.The day the contractor brought the countertops to my house which was the same day they installed the kitchen cabinets, he said I needed an additional piece. He told me to purchase another piece and he would install the countertop after the additional piece arrived in the store. I purchased a total of 3 countertop pieces.I didn't notice all the damage until after they left. I asked the contractor to come back and fix the mistakes that his workers made. He scheduled an appointment, but did not show up. Two days later he told me he was not going to install the countertop and disappeared.Flooring liquidators should not be referring contractors that are not reliable and have no integrity.Flooring liquidators told me he was the best contractor. He caused me a lot of damage, and great monetary loss. Flooring Liquidators do not care either. I hold Flooring Liquidators responsible for referring this awful person to me. Very poor workmanship and great disregard for their clients.They need to be responsible for this, and arrange a pick up of the countertops and refund my credit card. My request is to return 2 countertops that were delivered by their referral person (they are in my garage), and return 1 countertop that is sitting in the ********** store. I am also requesting that they arrange a pick up of the countertops for the return.They are also holding additional material (extra flooring material and quarter rounds) that I paid for. They told me they were going to send them but never did.I paid $1,020 plus tax for all 3 countertop pieces.

  Business response

  04/22/2024

  In response to the complaint made by ******************************* regarding orders **-**8838, 2-334711, and **-**9725, the customer was originally referred to ARG **********************, ********************, for flooring purchased in July of 2**3.  Per the document attached by *******, Flooring Liquidators refers installers as a courtesy to our customers.  Here is how the disclaimer on the document sent by ******* reads.  
  
  
  7. Flooring Liquidators sales staff may refer contractors as a courtesy to our customers. Flooring Liquidators will not be responsible for the
  quality of their work or the material lists that they provide. Vet any
  referrals on your own and HIRE AT YOUR OWN DISCRETION.
  
  
  Ive re-attached the document originally included in the complaint by ******* to this response.
  
  
  Mr. ******* was not referred to ******* for any future work, and was contacted directly by ******* for her subsequent projects.  Mr. ******* can be contacted directly to attest to this.  Here is his contact information:
  
  
  ARG Flooring
  ********************
  ************
  
  
  In October of 2**3 ******* purchased Cabinets through our Modesto location, and had them transferred to our ********* branch for pick up.  Flooring Liquidators does not install cabinets, and Mr. ******* was not referred for this work by Flooring Liquidators but as mentioned above, ******* reached out to Mr. ******* directly to have this work done.  There is a disclaimer in our Cabinet Terms and Conditions that explains we are not responsible for damages from labor and reads as follows:
  
  
  Flooring Liquidators cannot be held responsible for any labor cost accrued during the installation of any of its products sold via any of its channels of distribution. 
  
  
  I have attached the document as part of the package signed by *******. 
  
  
  Our records show that all materials have been picked up by ******** authorized representative, ******, and *** attached the signed invoices to this response.
  
  
  A Flooring Liquidators representative  spoke to ****** about the project, and according to ******, has reached out to ******* to resolve all issues and concerns, but ******* has not responded to any of his calls.  ****** also mentioned that he never asked ******* for any payment for labor and would like to complete the project if possible. 
  
  
  Regardless, as noted above and according to the documents attached, Flooring Liquidators is not responsible for the quality of work performed, whether the contractor was referred or not.  I would suggest that ******* reach out to her contractor directly with any further questions or concerns.
  
  
  Please feel free to reach out to me with any questions or for any clarifications.  
  
  
  ***********************
  Regional Manager
  Flooring Liquidators
  ************
  *********************************
  
  Job numbers :
  Job# **-**8838 July 2**3        ( Vinyl Flooring )
  Job# **-334711 October 2**3  ( Cabinets ) 
  Job# **-**9725 February 2**4 ( Prefab Countertops )  
  

  Customer response

  04/24/2024

  I am rejecting this response because:

   

  "In response to the complaint made by ******************************* regarding orders 19-198838, 2-334711, and 19-199725, the customer was originally referred to ARG **********************, ********************, for flooring purchased in July of 2023.  Per the document attached by *******, Flooring Liquidators refers installers as a courtesy to our customers.  Here is how the disclaimer on the document sent by ******* reads.  

  Answer: Referring a bad person to do the work in your house is not a courtesy. It is a burden that you created to your client. Also, after I started having problems with ******, one of your employees told me there were other clients complaining about him. Flooring Liquidators should have stopped having a business relationship with unreliable people.
  
  
  7. Flooring Liquidators sales staff may refer contractors as a courtesy to our customers. Flooring Liquidators will not be responsible for the
  quality of their work or the material lists that they provide. Vet any
  referrals on your own and HIRE AT YOUR OWN DISCRETION.
  
  
  Ive re-attached the document originally included in the complaint by ******* to this response.
  
  
  Mr. ******* was not referred to ******* for any future work, and was contacted directly by ******* for her subsequent projects.  Mr. ******* can be contacted directly to attest to this.  Here is his contact information:
  
  
  ARG Flooring
  ********************
  ************
  
  
  In October of 2023 ******* purchased Cabinets through our Modesto location, and had them transferred to our ********* branch for pick up.  Flooring Liquidators does not install cabinets, and Mr. ******* was not referred for this work by Flooring Liquidators but as mentioned above, ******* reached out to Mr. ******* directly to have this work done.  There is a disclaimer in our Cabinet Terms and Conditions that explains we are not responsible for damages from labor and reads as follows:
  
  Answer: I met ****** inside the ********** store when I purchased the flooring and the employees told me he was the best contractor. If this is not a referral, what is it?

  
  Flooring Liquidators cannot be held responsible for any labor cost accrued during the installation of any of its products sold via any of its channels of distribution. 

  ANSWER: I AM NOT HOLDING FLOORING LIQUIDATORS RESPONSIBLE FOR LABOR. THIS IS BEING HANDLED BY ANOTHER AGENCY. I AM ASKING TO RETURN THE COUNTERTOPS THAT ARE IN MY GARAGE AND UNUSED AND THE COUNTERTOP THAT IS STILL IN THE ********** STORE. THERE IS NO LABOR COST. THE CONTRACTOR SIMPLY DUMPED THE COUNTERTOPS IN MY GARAGE.
  
  
  I have attached the document as part of the package signed by *******. 
  
  
  Our records show that all materials have been picked up by ******** authorized representative, ******, and *** attached the signed invoices to this response.

  ANSWER: THIS IS ANOTHER LIE. FLOORING LIQUIDATOR DID NOT SEND THE EXTRA BOX OF THE FLOORING WHICH I PAID FOR, AND THE FLOORING LIQUIDATOR EMPLOYEE TOLD ME ON THE ***** "HE FORGOT TO SEND IT". 
  
  
  A Flooring Liquidators representative  spoke to ****** about the project, and according to ******, has reached out to ******* to resolve all issues and concerns, but ******* has not responded to any of his calls.  ****** also mentioned that he never asked ******* for any payment for labor and would like to complete the project if possible. 

  
  Answer: This is the most pathetic response I have read. ****************** did NOT attempt to contact me at any time since we made an appointment for him to come to my house and repair the issues. I waited for him all day. No call no show. This was not the first time he did not show to an appointment. I wrote a check for $800 to his workers and they left. After they left, I saw the extensive damage to my kitchen. I stopped payment on the check. I am a very honest person and I don't appreciate this kind of comment. This man damaged brand new cabinets, my refrigerator and additional materials I bought, and after that he vanished.
  
  Regardless, as noted above and according to the documents attached, Flooring Liquidators is not responsible for the quality of work performed, whether the contractor was referred or not.  I would suggest that ******* reach out to her contractor directly with any further questions or concerns.

  Answer: Flooring Liquidator should not be referring unreliable and careless contractor to perform work in their client's home. For God sake, I spent more the 10K in the store. Flooring Liquidator to  does not care about their clients and I was never treated with so much disregard by both parties.

   

  Also, the response from Flooring Liquidators is not acceptable. I am not discussing the damages to my cabinets (this is being handled by another agency). I am discussing the fact that I want to return the countertops and I want a refund. Flooring Liquidators is also holding additional material that I purchased and it was not sent to my house on the same date ****** brought the countertops, and one of the countertops (which is paid) is still at the ****************. Also there's additional flooring purchased that was not sent to my house either. I want to return all three countertops and I want my material that Flooring Liquidator is holding in the store. I paid for the extra material.

  
  
  
  Please feel free to reach out to me with any questions or for any clarifications.  

  
  

  Business response

  04/29/2024

  
  As stated on your paperwork, Flooring Liquidators does not accept returns of prefab countertops, but I will authorize a refund for any materials not yet picked up. 

  
  I have authorized a refund for Order 19-199810 for materials not picked up in the amount of $366.83.  A copy of the order is attached to this email. 

  
  I have also authorized an additional refund of $200 as a customer accommodation to Order *********.  A copy of the order is attached to this email. 

  
  Please call your local ********* Flooring Liquidators and ask for ********************* for assistance in getting your refund and customer accommodation credit.
  Thank you, 

  
  "In response to the complaint made by ******************************* regarding orders 19-198838, 2-334711, and 19-199725, the customer was originally referred to ARG **********************, ********************, for flooring purchased in July of 2023.  Per the document attached by *******, Flooring Liquidators refers installers as a courtesy to our customers.  Here is how the disclaimer on the document sent by ******* reads.  
  Answer: Referring a bad person to do the work in your house is not a courtesy. It is a burden that you created to your client. Also, after I started having problems with ******, one of your employees told me there were other clients complaining about him. Flooring Liquidators should have stopped having a business relationship with unreliable people.

  Ive re-attached the document originally included in the complaint by ******* to this response.
  
  
  Mr. ******* was not referred to ******* for any future work, and was contacted directly by ******* for her subsequent projects.  Mr. ******* can be contacted directly to attest to this.  Here is his contact information:
  
  
  ARG Flooring
  ********************
  ************
  
  
  In October of 2023 ******* purchased Cabinets through our Modesto location, and had them transferred to our ********* branch for pick up.  Flooring Liquidators does not install cabinets, and Mr. ******* was not referred for this work by Flooring Liquidators but as mentioned above, ******* reached out to Mr. ******* directly to have this work done.  There is a disclaimer in our Cabinet Terms and Conditions that explains we are not responsible for damages from labor and reads as follows:
  

  Answer: I met ****** inside the ********** store when I purchased the flooring and the employees told me he was the best contractor. If this is not a referral, what is it?
   
  Flooring Liquidators cannot be held responsible for any labor cost accrued during the installation of any of its products sold via any of its channels of distribution. 

  ANSWER: I AM NOT HOLDING FLOORING LIQUIDATORS RESPONSIBLE FOR LABOR. THIS IS BEING HANDLED BY ANOTHER AGENCY. I AM ASKING TO RETURN THE COUNTERTOPS THAT ARE IN MY GARAGE AND UNUSED AND THE COUNTERTOP THAT IS STILL IN THE ********** STORE. THERE IS NO LABOR COST. THE CONTRACTOR SIMPLY DUMPED THE COUNTERTOPS IN MY GARAGE.

  ANSWER: THIS IS ANOTHER LIE. FLOORING LIQUIDATOR DID NOT SEND THE EXTRA BOX OF THE FLOORING WHICH I PAID FOR, AND THE FLOORING LIQUIDATOR EMPLOYEE TOLD ME ON THE ***** "HE FORGOT TO SEND IT".
  
  A Flooring Liquidators representative  spoke to ****** about the project, and according to ******, has reached out to ******* to resolve all issues and concerns, but ******* has not responded to any of his calls.  ****** also mentioned that he never asked ******* for any payment for labor and would like to complete the project if possible. 
  
  Answer: This is the most pathetic response I have read. ****************** did NOT attempt to contact me at any time since we made an appointment for him to come to my house and repair the issues. I waited for him all day. No call no show. This was not the first time he did not show to an appointment. I wrote a check for $800 to his workers and they left. After they left, I saw the extensive damage to my kitchen. I stopped payment on the check. I am a very honest person and I don't appreciate this kind of comment. This man damaged brand new cabinets, my refrigerator and additional materials I bought, and after that he vanished.
  
   Answer: Flooring Liquidator should not be referring unreliable and careless contractor to perform work in their client's home. For God sake, I spent more the 10K in the store. Flooring Liquidator to  does not care about their clients and I was never treated with so much disregard by both parties.

   Also, the response from Flooring Liquidators is not acceptable. I am not discussing the damages to my cabinets (this is being handled by another agency). I am discussing the fact that I want to return the countertops and I want a refund. Flooring Liquidators is also holding additional material that I purchased and it was not sent to my house on the same date ****** brought the countertops, and one of the countertops (which is paid) is still at the ****************. Also there's additional flooring purchased that was not sent to my house either. I want to return all three countertops and I want my material that Flooring Liquidator is holding in the store. I paid for the extra material.
  As stated above, I have authorized a full refund of any materials that have not been picked up.  The only order I found that was not invoiced as picked up in full was Order 19-199810 which Ive attached as reference
  
  
  
  Please feel free to reach out to me with any questions or for any clarifications. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased flooring from Flooring Liquidators to replace carpet in my bedrooms. We have the same flooring throughout our house that was built in 2021. We received the flooring from this company and the boxes are not the same, they were not made in the same country, they do not have the same locking system, and the label does not have the patent sticker like the other boxes we have. The site where the flooring was purchased does not state it is has doops, knock offs, or replicas.

  Business response

  01/13/2024

  Hi, 

  I'm currently researching this complaint as I don't see any evidence of the customer calling us with any concerns.  I'd be happy to reply again once I've had the opportunity to gather a little more information from my team, however, Flooring Liquidators does not sell any knock off or replica materials.  The product box end that is in her picture is from the same company as is on the label.  Vendors however will often change where a product is being produced and the locking system being used without notifying us, and if up to their discretion.  This customer would be welcome to call us with any concerns, or file a claim through the manufacturer/s warranty, as this is first grade goods, purchased directly through an authorized distributor.

   

  Thank you,

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered three Coretec brand reducers (order # **-156724; online order date 7/22/2022) from Flooring Liquidators online.I received the three reducers on 8/19/2022.When ordering, their online ordering system showed the reducers to have a common profile, common in a sense similar to most brands, ie. having a somewhat flat surface and curving down toward one end.When I received the Coretec reducers, the profile was totally different (very curved, like a speed bump).I dealt with their customer service but they claimed that the items are as expected, and rejected returning on the items on 8/29/2022, regardless the fact that I showed them what the online ordering system showed the profile would be.Flooring Liquidator provided wrong information in their ordering system and later declined the return.

  Business response

  09/02/2022

  Thank you for reaching out to us. 

  I've thoroughly reviewed the issue and the customer does appear to have received the correct product as shown on not only our website, but on the manufacturer's/vendor's website as well.  I feel it's important to note that this profile is the only available reducer from this vendor.  I've attached several pictures to document what is on our website, the vendor's website, and a picture provided to us by the customer of what she actually received.
  
  
  In regards to the attached pictures, although the customer's item is being viewed from the opposite side, I think that it's pretty evident that the profiles are the same as what's shown on both our website, and the manufacturer's website. 
  
  
  Please feel free to reach out to me again if there's any other questions or feedback, and I appreciate you contacting us with this customer's concern.

   

  Thank you,

  
  

  Customer response

  09/07/2022

  I am rejecting this response because:
  

  The complaint was regarding Flooring Liquidator's ordering system provided inaccurate information about an item sold. 

  Key feedback from Flooring Liquidator after filing BBB complaint was that they claim item matched their website's picture.

  They also mentioned the item matched manufacturer's specification, but note that the item vs. manufacturer's specification was not the complaint here.

   

  I am further attaching noted pictures.

  All the information had been provided in the beginning of the complaint. They are just being added and marked to clearly show what Flooring Liquidator claimed was false.

  The actual item meets manufacturer's specification, but again please note that the complaint has been that Flooring Liquidator's ordering system provided inaccurate information, and rejected return.

  Had Flooring Liquidator provided correct information on their website, the items being discussed would not have been ordered.

   

  As can be seen from the noted pictures, the picture from Flooring Liquidator's website has highest point of the reducer on most right-hand-side of the reducer (or most left-hand-side when mirrored).
  

  Actual items (as well as Coretec's web picture) indicated that the highest point of the reducer is near center of the reducer. 

  What this means is that the profile of the actual item (as well as Coretec's specification) shows the reducer is more like a speed bump when placed on the floor.

  However, from Flooring Liquidator's website, with one end being the highest point, indicates that the transition piece would gradient toward the lower side of the floor without having the "bump" shape.

  They cannot be the same profile as claimed from the response.

  There are concerns such as potential of people getting tripped due to the shape, and hence the profile is meaningful here.

   

  I believe the claim from Flooring Liquidator's response is false and invalid, therefore the complaint remains.

  Business response

  09/12/2022

  Although we disagree with the customer's claim, we will accept the three reducers as a return as long as they are unopened and undamaged, and supply the customer with a full refund. 

   

  Thank  you, 

  Customer response

  09/16/2022

  I am rejecting this response because:

   

  The items can be returned to the store where they were originally picked up.

  The store denied processing return of the items claiming they do not deal with online orders.

  Request Flooring Liquidator to communicate with their store so that the return can be processed in the original pickup store.

  Please let me know when the store is ready to process return of the reducers.

  Please also confirm the return will be processed in full amount including tax, and there should be no restocking fee involved.

   

  Rejecting the response to keep the complaint open until the return is processed, and full amount of refund is received.

  
  

  Business response

  09/23/2022

  The stores have been made aware of her concern and our accommodation to her request, and should take the items back for a full refund.  If the customer has any issues or concerns during the return process of this item they can call me directly at ************ for assistance.

   

  Customer response

  09/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

  Items returned to the pickup store, and a refund was processed.

  
  

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i purchased Vinyl Laminated flooring to be placed in my dinning, living room area, and steps to my stairs.I made deposit of $1779.21 July 1st. The Flooring was placed end of July. On August 5th, 2021 remaining balance I paid $2920.00. Part of the laminated flooring separated from the first step to the stairs in October 2021. I notified the Rep. by the name of ******** contact ************, whom works for the company and collects the final billing. The Rep. was going to address this issues with the store employees and I never heard back from anyone. I called again spoke with a ****** whom was going to relay my phone call, I did receive one call from some one by the name of *******, I returned the call and no one has called me back. I called again today this morning at 9:57AM, spoke with ****** whom was going to relay my call, however, I have not heard from any one. It is now going on 5 months from the time I contacted the Rep. *********

  Business response

  03/15/2022

  Good afternoon, 

  One of my sales associates received a call from this customer this morning, which was forwarded to me for a follow up call.  After reviewing our records I did see in our notes that there were several communications between this customer and one of our associates, but it fell through the cracks while we were waiting for some photos to illustrate her concerns. I reached out to the customer by both phone and email, and just received a call back and have spoken to her.  We are scheduled to go by her house today between 5:00 and 5:15 to inspect the area she feels needs attention and evaluate it.  We will continue to follow through until we can come to an appropriate resolution of her concerns, as determined by the upcoming inspection.

   

  Thank you, 

*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. ↩