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:11/25/2022

  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.

  Hired Indiana Flooring Carpet One to replace all of the flooring in our home. In an effort to make the process easier for the installers not to have to work around a family where both adults work from home, we left town each time they were scheduled to install. We were quoted a total of $1603.50 to move and put back all of the furniture. Each time when the work was completed, furniture was not returned to the correct place, trash was left for us to clean up and the installation crew left power tools in reach of our special needs child. All of the carpeting was supposed to be installed in the first wave of work but a staircase was forgotten. It wasn't completed until 6 months after the initial work and even then, was without any notice. The installer just showed up one day at a time that was inconvenient for another contractor working on the project. But the last straw was when the installer damaged a heavy office desk that we had previously instructed required two people to safely move. Unfortunately, when I attempted to fix the desk it collapsed on top of me. Fortunately, my husband was home and my injuries did not require medical attention. I have reached out to the business multiple times. Finally received a call back a few weeks ago and received a final invoice today. The invoice is offering a $200 discount on the $30,000 bill. I would like the business to accept responsibility for the poor service and waive the furniture moving fees and the $75 fee to move the refrigerator since the only reason it needed to be moved was that the installer didn't complete the work when he said he would.

  Business Response

  Date: 01/05/2023

  Attached is our statement for the complaint.  Thanks for your efforts in communicating with us.  Please read through and let us know if we can be of any help.  We are certainly concerned and want the best for us with this.

  We politely and immediately resolved this issue directly with the consumer, Is there anything else we can do to help alleviate the issue with the BBB? 

  Thanks,
  

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

   

  Customer Answer

  Date: 01/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  

  I thought this issue was resolved prior to reading the response from the flooring company. It is helpful to know that while the owner took responsibility on the phone with me, he provides a completely different response to you.

  There are several factual errors in the response from the flooring company. For example, the second staircase was forgotten by the installer and there was no reason for them to further delay its installation. No other contractor or aspect of the project was holding up the installation of the company. I called twice before my call was returned by the project manager and she told me nothing more could be done which is why I didn't ask to speak to the manager. 

  Yes, I did ask for a significant discount. When the project has experienced so many issues but is now completed, I'm not sure what other remedy can possibly be offered. I did not receive the service agreed upon so not sure why I should be expected to pay the full price. I too am a small business owner and when our organization doesn't live up to its commitments, we occasionally need to provide a discount to make it right.

  Furthermore, I have removed the negative online reviews as agreed upon and posted positive ones. I completed this the same day we spoke. To say otherwise if simply a lie. However, I will be deleting the positive reviews now, having read this response.

  We used this company upon the recommendation of our general contractor who had used them for 15 years. My understanding from the contractor is that they have terminated the relationship with this organization due to the horrendous service we received. I am considering this matter closed - you can do with the rating what you feel is most appropriate.

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