Complaints

• Initial Complaint

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a fully typed by date letter which wouldn’t fit here. I’ve been dealing with this company since January 19th, 2024. Long story short is we paid them to refinish our downstairs, stairs and rip up carpet upstairs and lay hardwood. The work was grotesquely inadequate and unsafe. We fought with them to fix it after consulting with an attorney, the Virginia attorney general and the DPOR. Now almost a year later we have gotten them to make it livable. Several times the owner claimed he would refund us for items not completed by them and now he is ignoring my phone calls. This company has ruined this year and our beautiful home. They also do this to other people often because we’ve heard from other flooring companies we called to come in and fix the work that they are also fixing their work & our realtor and colleagues all know of this company as well in a very negative light. We also want reimbursement for all the incurred expenses as a result of their incompetence such as having to stay in a hotel several times, board our dogs, etc. I have all of this and every photo of the home and conversations documented but they won’t fit here.

• Initial Complaint

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my floors ****** by this company in 2020. Due to covid and so many businesses struggling, I chose to go with a small company versus a larger company that probably wasn't suffering as much. The company said there was a LIFELONG warranty on their services. Although when I noticed issues with the flooring starting to spread and separating, I contacted them right away. I spoke with Mr. ******** and he sent someone out within days to do an evaluation. The man that came out was very nice. I was told that the issues were due to mistakes made during the installation. Mr. *** said that he would tell ******** and that ******** would have to be the one to decide how to fix and resolve the issue. Mr. *** came to my house on 3/14/2024. I have never heard from ******** since. I have called the office multiple times and left messages and have yet to hear back from anyone. I understand that they probably don't want to do the repairs knowing they would be losing money on the labor. Although, the damages are not my fault. I was giving a lifetime warranty and I expect the company to stand by their word and work. All I ask is that the floors be fixed as they should be. Thank you kindly

  Business response

  09/30/2024

  I hope this email finds you well.   I have reviewed the complaint and made direct contact with the client.   I advised that ***, who performed a site visit, had not uploaded any supporting documents in our system of his findings while there.   We have shifted to sending ******* ***** to do our inspections which during that time he checks substrate, flatness, takes pictures and draws out the floorplan with notes of potential issues.   We received that report back from ******* and our manager has communicated with Ms. ****** that he will be in touch with her as soon as he formulates the repair gameplan.   We are actively working with the client to resolve her issue.   Thank you for helping us get this resolved.    
  
  
  ****** ********

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased flooring from Flooring RVA on 11/30/21. The *** flooring I purchased, for the downstairs at ******************************************* now buckling from the back of the house to the front of the house. Flooring RVA sent *************************, to *************** on 5/28/23 at 9am. After inspecting the flooring, he stated that he or someone from Flooring RVA would reach out to me on the next steps. I have not received a response from them regarding the repair. The product has a lifetime warranty. As well as, Flooring RVA did the installed installation of the product. Ive reached out to the company several times after 5/28/23. I would appreciate your assistance with this matter.

  Business response

  07/31/2024

  **** ***** purchased flooring & had it installed summer of 2022.  This was a rental unit that he didn't reside in.   **** reached out to Flooring RVA about 3 months ago about a situation with the flooring we installed "coming apart".   At that time we stated that we give a 1 year labor warranty but we would set up an inspection to see what the cause of the issue was.   ******* ***** performed that inspection, took detailed pictures, performed a digital drawing and gave us a full report.   It seemed to be that there was a raised area in the center of one of the rooms causing the floor to buckle.   We also noticed that the temperature of the home was not within the manufacturer's suggested window.   We advised Mr. ***** that we would have to get a contractor out that partners with us to formulate a solution to fix the issue.   We advised him this was an outside contractor and might take some time.  Within a couple of weeks of that conversation we called Mr. ***** and he advised us that he had already had the issues resolved and we closed the file.   Even though the flooring has a lifetime warranty for wear, stain, fade & water resistance this doesn't cover changes in site conditions and labor warranty with Flooring RVA is 1 year.   I would suggest that if Mr. ***** needs anything in the future to reach out to me directly on my cell phone at ************* so I can make certain he has positive dealings and clear communication with Flooring RVA.   
  
  
  
  ****** ********

  Customer response

  08/06/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Flooring RVA is not being honest in their response made. Mr. ****** ******** stated in his response; "We also noticed that the temperature of the house was not within the manufacturer's suggested window". However, *********** did not provide the flooring temperature specification. Also, RVA Flooring sent Mr. ******* ***** to inspect the flooring, and take photos of the house/flooring and the thermostat(please ask for the photos taken). They never stated a concern with the temperature of the house, which was set between ***** Fahrenheit. *********** stated there was a raised area of flooring is one of the rooms. At the time of purchase, Flooring RVA said I needed to have the sub-flooring covered with a thin plywood to provide extra support for the vinyl plank flooring, which I did; and if I did not, the warranty for the flooring downstairs and install would not be covered. Moreover, after the initial install of the downstairs flooring, Within the first week the flooring began to come apart, it was repaired under warranty but Flooring RVA never stated at that time of repair it was cause to a high spot in the flooring. I feel the flooring was not installed correctly.
  
  Regards,
  
  **** *****
  
  
  
  
  

• Initial Complaint

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Flooring RVA install Waterproof Luxury Vinyl with a 10 year warranty four years ago. The flooring started failing within two years and now is chipping off in pieces. I use a wheelchair so rolling over holes might pop a tire. I've had to tape them at times. I am unable to clean floors bc don't want water to get underneath. We have tried to get them to repair or replace floors for the last year. After several months, they sent out someone to look and take pictures. They were unable to find a cause behind the issue and researched and reported the planks were discontinued. Their communication stopped after that. We even had the realtor who referred them to us call the owner and now he isn't calling her back either. I need my floors fixed. We have even offered a cheaper product that can put down, but there has been zero interest by them to repair and make this right.

  Customer response

  06/05/2024

  
  No response from company

  Business response

  07/31/2024

  Flooring RVA sold materials & labor to the client's mother ************************* for a project being performed at her daughter's house.   ********* was not the client of Flooring RVA but since she is living there the communication has gone through her.   The work was performed over 4 years ago and Flooring RVA only gives a 1 year labor warranty.  However, to keep the client happy we have gone and performed repairs a couple of times outside the warranty window.   We ceased those free repairs as the flooring continued to get worse as needed to find the root cause.   ************************* from our inspection team went out on a scheduled appointment to assess the situation.   He noted that the client had a cabinet installed on top of the flooring which was causing it to be able to expand and contract.   He also noted the client was using a wheelchair which could also be causing some of the damage.  A wheelchair can put strain on the locking system of the floating floor causing it to separate.   Due to the relationship with the realtor that referred the **********, the possibility of future business with *********************************** working for a painting company and wanting to make right by the client Flooring RVA is actively working on making a new flooring selection for the that will be suitable for the conditions and going to do a full replacement.   We are going to ask that the absorb a min. Amount of cost of materials or labor due to the cabinets being installed on top of the flooring which voids the warranty.   We should have the full replacement completed within the next 45 days for the client.   I, *****************************, have been directly involved with the client recently to ensure she is happy.   I even spoke with her for over 30 mins on a Sunday about a month ago to start the process of getting this resolved.  
  
  *****************************

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 22, 2022, FlooringRVA installed flooring in my kitchen. In July 2022, we noticed that the flooring was separating at which time I contacted FlooringRVA and sent pictures of the flooring requesting that it be fixed. In Sept. 2022 they sent someone to fix the floor. It looked fine for a few months but then began to slowly separate again. It has now separated very noticeably. Both I and my daughter-in-law have left messages, and have talked to staff at FlooringRVA and have contacted the owner about the problem. I have even sent a video of the flooring. My daughter-in-law got involved as she is a realtor and refers clients to FlooringRVA when asked for a reliable flooring company.As of this date, Aug. 8th, we have heard nothing back from this company about correcting or replacing my flooring. I need to know what action can be taken to have this problem resolved as soon as possible. There is no high volume traffic in our house as there are only two of us living here and my husband works during the day.I am asking you for your assistance in getting this problem fixed. Thank you.***********************

  Customer response

  09/01/2023

  On 8/31/23, Flooring RVA sent someone out to examine my kitchen flooring to try to determine the cause of the problem with the flooring separating. He could not make recommendations but was going to give his findings to the manager at the store and said that we should be hearing back from them. As of today, Sept. 1st, I have not heard from anyone else. So the problem has not yet been resolved but Im hopeful they are working on it.

  ***********************

  Customer response

  09/12/2023

  As of 9/12/2023, Flooring RVA sent contractors to my home and they repaired the kitchen floor satisfactorily. Thank you!

  ***********************

• Initial Complaint

  07/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Flooring RVA (FRVA) finished installing our carpets and floors around the date of 9/28/2021. We spent a total of $22,525 with $15,842.40 allocated for the work on the floors. 11 months later we noticed our floors were separating at 2 joints and there was a big soft spot on the floor.We contacted FRVA on 8/26/2022 and sent photos to them. We followed up on 8/30. FRVA did not contact us back.Starting in 04/2023 more joints separated. A string of unsuccessful call attempts to FRVA happened up until 05/03. **** responded by sending a worker who knocked the joints in place; the worker didnt address the soft spot. Within a few days the boards began to separate again. We called FRVA to set up a time for them to come fix the bouncing spot in our floor. On the date of the work, the worker showed up and was not able to do the work due to supplies not being delivered to our house. This led to more unsuccessful attempts to contact *****When we were able to speak with someone who could help, FRVA sent a representative to see what was the cause the issue. The representative determined that nothing structural caused the floor joints (9) to separate. We did not hear back from FRVA.After many unsuccessful attempts to contact FRVA, the owner told us our floors were discontinued and that's why we havent heard back from them. They said they were contacting different flooring warehouses to see if the the floors were in stock. We were told there may be a chance of a warranty claim. The contract we signed has a 30 year warranty on the floors; we never received any paperwork concerning the warranty. This led to many attempts to contact FRVA; mostly leaving messages. When we were able to have a conversation the refrain was: Im trying to reach my contacts to see if anyone has the floors. Only twice has FRVA voluntarily called back to check in and give an update.The lack of communication and lack of action towards a solution to the floors, prompted us to file this complaint.

  Customer response

  08/14/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Flooring Rva Llc regarding complaint ID ********.
  
  Regards,
  
  *******************************************
  

  Business response

  07/31/2024

  Flooring RVA sold materials & provided installation services to ************************ in 2021.   We were notified about an issue with the flooring separating in some areas.   We went out for an inspection and noticed the locking system had disengaged.   ************************ is correct the flooring does have a warranty as well as a warranty for 1 year on the labor.   What was happening out there was not a warranty related issue which is what we advised him.   The product has been discontinued and the manufacturer is actually out of business.   This is a very unfortunate circumstance as the flooring warranties are backed by the manufacturer.   Flooring RVA wanted to assist the client in a resolution so we continued to research product availability.   We were able to locate some discontinued materials with a closeout warehouse.   We purchased enough needed for Mr.  **********'s repair with some additional materials for future repairs if needed.   We scheduled the repair and completed it.   We also left the additional materials with Mr.  ***********   The client is satisfied.   I would appreciate if the client would direct any future correspondence directly through myself, *****************************, the President of Flooring RVA.   The client has my celll number but just in case it is *************.   
  
   
  
  *****************************

*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. ↩