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:01/06/2025

  Type:Product 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.

  We went to JC to get estimates for flooring and provided our measurements of 1659.03 sqft. Found products to do both plank and carpet. Sales figured price and several times said it is likely high and will be adjusted after actual measurement. We also wanted price for all plank after measurement. She quoted $16,559.38 and took half down $8,279.64. The price raised to $18,582.05 and the sq ft dropped to $1,575.20. Price for all plank was $21,002.70 which both were over our budget and it is backordered and install will be delayed another month so I asked for my $8,279.69 back and said we can not move forward with services. Owner said no refunds! 12/14/24 was original date. They measured 12/19/24 and revised price per phone 12/20/24@11:03am. I said I must talk with my wife and will get back to her asap. This was Friday and my wife works Sat. so I went in Monday 12/23/24 and said it's over budget and we must cancel. She said let me talk to owner. She called 12/23/24 at 1:56 pm with a lower price of $18,216.52 for all plank.

  They were closed for Christmas so I went back 12/30/24@11:00am and said we must cancel. The owner asked everyone to leave the room but me and her and told me she can not cancel. I left and she emailed 12/31/24 and said the product is ordered and it will be delivered to her 1/8/25-1/17/25 She ordered all plank $8,227.27 and my check was for $8,279.69 and offered to deliver to me for the difference.

  Business Response

  Date: 01/20/2025

  Hi,  I am responding to a complaint filed on our business.
  On December 14th Mr., and Mrs. **** visited our showroom excited to relay all their wants and needs to purchase new flooring. They expressed that they had been wanting to do this for 4 years. We worked with them for over 3 hours going over costs, materials and installation. During this time Mr. and Mrs. **** went home with samples returning with their selection, color and style and appx square foot of the areas of their home they wanted to cover. We wrote the job up as a sale on an invoice from their estimated amount of flooring that Mr. **** provided for us - 1271 sf of plank and 42 s y carpet. At this time, Mr. **** actually left to go get his check book to provide payment. We expressed that the amount of the flooring-shoe mold could increase or decrease after our provided measurement. The ***** conveyed that they understood and were completely satisfied. As we were going over the invoice we explained that the half down on the order was to cover materials and their commitment to scheduling installation. The balance would be due upon completion of installation per any adjustments from the measurement, particularly pointing out shoe mold and furniture.  December 19th, our owner measured the job. Mr. **** expressed that he wanted all planking and no carpet. He talked of making this change because of his grandkids spilling things and this was much more practical. This increased the square footage to 1575 and this is what the order was placed at: 44 cartons of everlasting ii multi widths with no carpet. We gave Mr. **** his new total. He asked us to email it to him, we did.  On December 20th Mr. **** came into our showroom and asked us if there was any wiggle room on the total. I made some calls to our vendors and offered some reductions to Mr. **** on total cost. I provided him with a significant reduction of $2600.  On December 30th Mr. **** came to the showroom with questions. He asked why the material sold to him was written down as a different material. I responded and showed him what was written on the invoice is what we sold you...everlasting ii vintage multi. He then used the words "bait and switch". I asked him what do you mean? He replied, I looked it up on the distributors website and it is not waterproof. I responded that it is waterproof, and the specs are provided on the samples. He said no it wasn't and ask me to walk back to the display and he would show me. We walked back and pulled the sample board where it shows waterproof. He then expresses to me that the manufactures website must be wrong. It was a very confusing conversation. I finally asked, "What is it you want, Mr. ****?" He said he was fighting with his wife and just wished he had the money back in his 401 k and that he wasn't made of money. I apologized to him for what he was going through and expressed to him that his house was going to be beautiful once it is done and maybe things would get better. He then told me that he knew the material is backordered. I said that we had discussed a possible backorder because of the increased amount of flooring needed, but I had not provided him with any backorder information date. The only thing that was spoken of was at the time of the sale when I explained that if the material was backordered the install dates may change, and he and his wife stated they were flexible. I told him I would call my distributor that week and see if the order had been filled. He said, I just don't want to have it done at this time. I said, this is a job that we sold that has been ordered and you know it is all sales final/ no refunds but I will see what I can do about intall. On December 31st I got confirmation that the material order had filled and was due to ship to us January 8-17th. I was working with expediting to fill this order so I could make the install dates as promised. I then emailed Mr. **** as he requested I do. I explained in the email that I was going to release him from the install but the materials are obligated to all sales final/no refunds policy. On January 3rd Mr. **** emailed me and asked me to cancel the shipment because he had no place to put it. On January 6th I emailed him back to let him know that the order was in transit and that I could hold it for 60 days then we would have to discuss storage fees. On January 7th I received a call from *********** ******, attorney at law, advising me he was representing Mr. **** and all the wrongs i was doing as a business and letting me know Mr. **** was going to sue me. I expressed to Mr. ****** that my customer, his client, was obligated to the order. He told me he wasn't obligated to the order and he wanted a refund because he had tried to cancel with me several times. I stated Mr. **** never asked me to cancel the order, he asked me to cancel the shipment. I did tell Mr. ****** that I would do my best to work with my vendor to cancel the order but it affects my business credibility and restocking fees. I told him that I had an all sales final/no refunds policy. I said that is our policy and has been that way for 15 years. As I was navigating through this process of trying to work with Mr. ****** to cancel and come to a fair refund for Mr. ****, I received these complaints from the ******** ******* and the BBB. I'm trying to resolve using all my resources something for a customer that never even expressed to me in words that he wanted a refund. We wrote his sale up on our No refunds/All sales final invoice which is our agreement with the customer using his half down. They understood. We treat all of our customers with understanding and I'm trying to solve this with a solution. I am very empathetic but I feel completely oblivious to why the complaints were even filed. We do not get complaints against our business because we make all of our customers our #1 priority as Mr. **** even stated when were measuring, all our reviews are great and that is why he chose us. I recently offered Mr. **** a refund amount after exhausting all my resources. I received an email today that the amount offered of $6565.69 is unsatisfactory to Mr. ****.
  
  All documentation is attached. This has been upsetting and time-consuming and we have not had so much negativity surrounding our business.

  Business Response

  Date: 01/20/2025

  This is additional information

  Business Response

  Date: 01/20/2025

  more information

  Customer Answer

  Date: 01/21/2025

  I am rejecting this response because: The letter from JC flooring is not 100% true. The owner(s) ***** writes as if she was there the entire time which was not true. ******* her sister was the person that was talked to most the time. ******* stated several time that she did not want bother ***** with this because she is having cancer surgery on her nose. The decision for all plank vs carpet and plank was never made and was hinging on pricing. I did state it would be more practical to do all plank but the price increases on both options were over budget. I did request to not move forward and cancel several times and she is the one that made the decision to order all plank. I do not understand why I should pay them$1714.00 and also attorney fees now. I would like all my money back at this time.
  
  Regards,
  
  ***** ****

  Business Response

  Date: 01/31/2025

  Our letter is 100% true.
  
  Mr. **** states that he talked to *******, my sister, most of the time. She does not have any authority to provide discounts (wiggle room) and definitely does not issue or discuss refunds. The day that Mr. **** came in, ******* was simply relaying to him that she couldn’t reach me at that moment because I was having a surgical procedure done.
  
  During this particular week, I had bladder cancer surgery and a basil cell carcinoma removal from my nose.
  
  The only request given to me by Mr. **** was to cancel the material shipment because he had nowhere to store it. I don’t understand why the material purchase was not just left alone and our store not following our policy of all sales final no refunds instead of agreeing to a refund amount . We charged no restocking or cancellation fees to Mr. **** .
  

  Customer Answer

  Date: 02/10/2025

  I have not received payment from JC carpet and flooring at this time. When I do get the check for $7717.19 I will close my complaint. Clearly ***** was not present during my encounters with ******* and in no way can speak for what was said. I honestly still do not agree that I was treated in anyway like I should of been and if the final quotes were given the day we walked in we would of walked out! I feel I was bullied and somehow now its a pity party for *****. I wish her well with her medical conditions and my wife is also a cancer survivor and these conditions have nothing to do or give any excuses for what encountered. The simple fact that she asked everyone to leave before she spoke to me the last day I was at the business was and is alarming. The fact that I had to hire a Lawyer to get any type of refund is also ridiculous. I will agree to our counteroffer once I have agreed amount in my hand and not until then. I am not happy but will move on and lesson learned.

  Customer Answer

  Date: 02/12/2025

  I am still waiting on payment and I do not want to close the case. I added this information on 2/10/25. Thank you

  Business Response

  Date: 02/13/2025

  I am currently waiting on a refund from my vendor for the order that was placed and cancelled. I have agreed to the refund amount and been in touch with Mr. ***** attorney as such. As soon as I have the reimbursement from my vendor, Mr. ****** attorney will come in the office to pick up the check. The attorney has stated that Mr. **** will withdraw his complaint at that time. 

  Customer Answer

  Date: 02/13/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22773500
  
  I am rejecting this response because: I am waiting for payment as I am told JC carpet and flooring is waiting as well. I will close complaint when I have the $7717.19 
  
  Regards,
  
  ***** ****

  Customer Answer

  Date: 02/14/2025

  ---------- Forwarded message ---------
  From: ***************** via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Date: Wed, Feb 12, 2025 at 5:49 PM
  Subject: Re: You have a new message from the BBB of ************ in regards to your complaint #********.
  To: Better Business Bureau <**********************************************************************************************>
  
  
  I added information on 2/10/25 and do not want to close the case because I have not received any payment from the business. My attorney informed me the agreed to refund all but $500. I would like to keep case open until payment clears