Complaints

This profile includes complaints for Refloor, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Refloor, LLC

  1960 Research Dr Ste 300 Troy, MI 48083-2162

  
• 

  Refloor, LLC

  3755 Broadmoor Ave SE Ste I Kentwood, MI 49512-3964

  
• 

  Refloor, LLC

  5480 Cloverleaf Pkwy Ste 9 Cleveland, OH 44125-4867

  
• 

  Refloor, LLC

  24333 Indoplex Cir Farmington Hills, MI 48335-2525

  
• 

  Refloor, LLC

  720 Trumbull Dr Pittsburgh, PA 15205

  

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:03/23/2025

  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.

  09/04/24 Refloor tore out 1200 sq ft of flooring which consisted of tile/laminate/carpeting, replaced w/vinyl planking. The dining room required a subfloor built up level to the other floors. They charged us unnecessarily for a tear. We weren't offered to build up the existing dining room flooring and leave the rest of the floor as is which would have negated all of these problems. The installers even mentioned this after the finished product. We have many issues with what was done and had to hire an independent contractor to fix their molding around the front door, the sliding patio door, & trim out where Refloor installers left gaps between the current molding and the quarter round, to reduce the visible gaps at the door jams & the three pantry doors needed built up to sit in the tracks to open and close without becoming unhinged. During multiple discussions with the Managers ************* I was told they do not offer refunds & the best they could do was provide me $500. We found ONE contractor that would take on the work for $2500. & still am out the labor for the tear-out. The installers left dents in my fridge, my door jams/doors, cracked/chipped flooring and during the phone discussion my wife was having with the Managers they told us that Refloor held out on them for payment due to a customer not being satisfied & they wanted to go to that customers home & break down the front door & pull all of the new flooring out there was intimidation there. When we asked Refloor for a breakdown of the costs they refused. The other quote from ****** dated 7/18/24 was very similar & the labor was $8527.28, we are requesting half refunded & $2500. Installation day, Refloor hadn't provided the contract and when they emailed it wouldn't open because it was on legal size paper. Scare tactic-smart on their part, hey have the installers onsite provide a high pressure move to start & cause their forms not to open. The $2500 wouldn't have been needed either w/out a tear out.

  

  Business Response

  Date: 04/01/2025

  Thank you for taking the time to share your concerns. We want to address your complaint directly and provide clarity regarding your project.
  
  Refloor completed your ***** sq. ft. flooring installation on 09/04/24, which included the removal of tile, laminate, and carpet, followed by the installation of luxury vinyl plank. As with all of our customers, we sent an electronic copy of your contract and work order to the email you provided at the time of sale. This document included the full scope of the project and pricing. If you experienced issues opening the file, we would have been happy to resend it in a different format or mail a physical copyhowever, we were never made aware of any such request.
  
  With regard to the subfloor in your dining room, leveling was necessary to ensure a smooth, consistent surface across the home. Our teams follow a standard of quality and craftsmanship that avoids uneven transitions and substandard results. Leaving that area unaddressed would not have met those standards. The decision to proceed with leveling was reflected in your agreement and not challenged at the time of installation.
  
  We understand you had concerns after the project was completedspecifically regarding trim work, door clearance, and minor damage. You spoke with multiple members of our management team, including ****** ****** and our Regional General Manager, ****. While we firmly believe the project was completed according to the signed agreement, we also listened to your frustrations and offered a $500 goodwill credit to help offset the cost of hiring your own contractor for adjustments. **** then added an additional $250, bringing the total to $750 as a final effort to resolve the matter amicably.
  
  Your reference to a Lowes quote is noted, though your total project cost with Refloor was less than the estimate you received from them. Were unsure why this comparison is being made post-installation, as it was never part of the conversation beforehand.
  
  Additionally, we take issue with the accusation of intimidation during your conversation with our team. That allegation is completely untrue and does not reflect the professionalism or conduct we expect from anyone representing Refloor. We take such claims seriously and stand by the integrity of our staff.
  You also mentioned some bounce in a small section of the floor. Our representative, Max, is scheduled to inspect that area and will address any necessary service based on his findings.
  
  While were disappointed that youre dissatisfied, we remain confident that we fulfilled our contractual obligations and delivered a quality installation. The $750 offered was a sincere attempt to find common ground and bring this matter to a close.

• Initial Complaint

  Date:10/28/2024

  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.

  On September 19, 2024 an associate from ReFloor, **** *****, visited my home about replacing flooring in my kitchen. They gave me an estimate and I decided to go with this company to have my kitchen flooring replaced. I paid a deposit of $500 with a check. After contempling the purchase overnight I called and spoke to ***** on September 20, ****************************************************************************************************************************************** before issuing my $500 refund. After not hearing I sent an email on September 21, 2024 asking for a confirmation of the cancelation. I hadn't heard nothing after calling them numerous times and finally was able to speak to ***** again on Octover 2, 2024 and was told the refund would be processed if I hadn't heard from a manager. She then transferred me to a manger **** *., He told me that he would process the check immediately. I waited until October 16, 2024 and I called back and talked to ***** again and she checked on the refund with ***** Z and call me back. ***** Z called me back and he apologized and said it didn't get through the system and that he would send it out the 16th or 17th. He said I should receive it in the mail by next week and it still has not arrived as of October 26th.

  

  Business Response

  Date: 11/04/2024

  Hi ******,
  
  Thank you for bringing this to our attention, and we sincerely apologize for the delay and frustration youve experienced with your refund. We understand how important it is to receive timely communication, and its clear that we fell short in keeping you updated. This is not the experience we strive to provide, and were taking steps to improve our processes based on your feedback.
  
  After our recent conversation on October 28, we confirmed that your refund was sent, and an additional amount has been approved to cover any inconvenience caused. Were expediting this to ensure it reaches you as soon as possible, and well follow up to confirm both checks have arrived.
  
  Thank you again for your patience, and please dont hesitate to reach out if you need any further assistance. Were committed to making this right and appreciate the opportunity to do so.
  
  Sincerely,
  
  The Refloor Team

  Customer Answer

  Date: 11/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. 

  Regards,

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

• Initial Complaint

  Date:10/14/2024

  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.

  On September 10 a representative from Refloor came to my home to assess my floors and give an estimate on the cost to put in new floors. The representative told me that the company would be able to put in new flooring over my existing floors without any issues. I was satisfied with the estimate and assurance I received and paid a deposit of $2989. At the time of the assessment of my floors the carpet had been removed and with the exception of one 5x7 rug the floor was bare. I scheduled the flooring to be installed today 10-5 and when the installer looked at the flooring he stated that the flooring could not be installed over the existing floors. He stated that the old asbestos tiles would have to be removed along with the entire kitchen floor before any flooring could be installed. I told him that I was assured by the representative that the flooring could be placed with the floors as is. The installer informed me that the representative has no experience in flooring other than to sell the product and should not have told me it could be done. The installer stated that this is not the first time this has happened. He called his manager whom I spoke to who was not helpful at all. He just had a standard Im sorry response. He then put me in touch with his manager who was not helpful at all. They were not apologetic for lying to me and misleading me. I asked that the total amount of my money be immediately returned to me. She said the district manager would have to call me. I demanded my money be returned in full no later than next week Friday or I would seek further measures to ensure I received my money back. She cancelled the contract for flooring and stated the manager would be in contact with me. I installer was apologetic and very kind to me. He replaced all my furniture back as it was.

  Customer Answer

  Date: 10/14/2024

  Refloor fully refunded my money. I received the check on Thursday 10-10. 
  I have cashed the check and I am satisfied with the results. 
  I am now able to move forward with a better company. Thank you. 

• Initial Complaint

  Date:08/13/2024

  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.

  Dear Reflooring Management,I am writing to express my extreme dissatisfaction with the recent flooring job completed by your company at my residence. I engaged your services to trim the floors, with the expectation that the work would be finished to a high standard and in line with the agreed-upon specifications. However, I am disappointed to report that the trimming was not completed satisfactorily.Upon inspection, it became apparent that the color of the trimming did not match the floor as expected. When I raised this concern with your team, I was informed that I would need to undertake the staining process myself. This was not communicated to me during the initial discussions or by the salesperson who handled the transaction.Furthermore, I must highlight that one of the key reasons I chose your company was the assurance that the job would be completed comprehensively, including moving furniture as necessary. It is unacceptable that I am now being asked to arrange for staining and furniture relocation at an additional cost after having already paid a substantial amount for the initial job.Despite my attempts to address these issues by contacting your company, I have yet to receive a satisfactory resolution or acknowledgment of my concerns. This lack of responsiveness and accountability has only added to my frustration and disappointment with the entire experience.I expect a prompt and appropriate response to this complaint, along with a clear plan of action to rectify the unfinished work and address the additional costs I have incurred due to your company's shortcomings. I trust that you will take this matter seriously and work towards resolving it in a fair and timely manner.I look forward to hearing from you soon to discuss how we can proceed to ensure that this situation is resolved to my satisfaction.

  

  Business Response

  Date: 08/23/2024

  Dear *******,
  
  Thank you for bringing your concerns to our attention, and I apologize for the frustration and inconvenience youve experienced. We strive to ensure that every project meets our customers' expectations, and I regret that this was not the case for your flooring installation.
  
  I understand your disappointment regarding the mismatch of the quarter round and the unexpected task of staining it yourself. While this was covered in the contract, we recognize that the communication may not have been as clear as it should have been, and for that, I apologize.
  
  Im pleased to inform you that our Regional General Manager, ****, has already spoken with you and offered a solution. We have *************************** colored quarter round is available in **************, we will be sending a service team to replace the current trim with a matching one. Our service team will be reaching out shortly to schedule this visit and ensure the issue is resolved to your satisfaction.
  
  We value your feedback and are committed to making this right. Your experience matters to us, and we hope to regain your trust by addressing this issue promptly and thoroughly.
  Thank you for giving us the opportunity to correct this situation. We appreciate your patience and look forward to ensuring your complete satisfaction.

  Customer Answer

  Date: 08/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:07/24/2024

  Type:Delivery 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.

  I had to give him $799.00 before they would enter house. he didn't have a receipt so I had him write on refloor folder he got $799.00 from me. they finally admitted they got the original $999.from June 6,2024 to today July 24,24 my floor is a mess. I have no order number from them showing I even have and account with them

  

  Business Response

  Date: 08/05/2024

  Dear ******,
  
  Thank you for bringing your concerns to our attention, and we sincerely apologize for any frustration you've experienced. Our goal is to provide the best service possible, and we regret that your experience was not up to our usual standards.
  
  Regarding the initial payment and receipt, we understand the confusion and are glad that it was documented, ensuring transparency. We have verified that your original payment of $999 was received, and the work has been completed as agreed.
  
  We acknowledge that there was a misunderstanding about the condition of your floors following the extermination treatment. We are sorry for any inconvenience this caused and appreciate your patience as we worked to resolve the issue. Our installer visited on July 25th and successfully completed the installation on July 26th. We understand you are now satisfied with the outcome.
  
  Please be assured that we are here to support you and are committed to resolving any remaining concerns. If there is anything further we can assist with, please do not hesitate to reach out. We appreciate your cooperation in updating the BBB complaint and look forward to continuing to ensure your satisfaction.
  
  Thank you for choosing Refloor.

• Initial Complaint

  Date:02/07/2024

  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.

  We paid Refloor $4500.00 to come in and replace floors over old existing ones in kitchen,hallway,2 bathrooms and laundry room upstairs.the salesperson said everything was set to go,on day of arrival after being paid in full with cash for entire job they say they cant do the laundry room because their is a utility tub in there and I would need to hire a plumber to disconnect one pipe but they are taking both toilets out of floor to do them. So I am not pleased I wanted all of the floors done to match house they at least gave me a little money back for not doing that room but I still wanted it to match rest of house. They did do a good job on the floors but in one of the bathrooms they did not put toilet back properly and was leaking I did tell them about it but their floor specialist not plumbers,then why are you pulling toilets out if you cannot install them back right. So I contacted ****** my case manager with Refloor and told her I had to hire a plumber to rehook my toilet to the floor and paid $184.00 out of my pocket for something they did and she said send her bill and they will review it. I sent her bill and have sent her other texts on what is up with the review and never get a response back. Since I have paid plumbing bill and want to be reinbursed for plumbing bill and not ignored. I will not recommend Refloor to anyone when they treat their customers like that, where I work our model is customers first

  

  Business Response

  Date: 02/12/2024

  Dear ****,
  
  Thank you for bringing your concerns to our attention regarding your recent flooring installation with Refloor. We sincerely apologize for the inconvenience and frustration you have experienced, and we appreciate the opportunity to address your issues.
  
  We want to confirm that a refund check in the amount discussed was overnighted to you on February 7th. Our Operations Manager, ***, has been diligently attempting to confirm that you have received the check, but unfortunately, he has not heard back from you yet. If you could, please reach back out to *** to confirm receipt of the check at your earliest convenience.
  
  Thank you! 

  Customer Answer

  Date: 02/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:12/13/2023

  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.

  ************* were installed on 12/6, the original price of sale was $3,200 at time of service they increased it an extra $800 because I had to have more than 1 layer of floor to be ripped out. This was never discussed during the inital meeting nor did I get any paperwork or receipt stating this was in the contract. I never once recieved a bill of sale and when I ask for a receipt I am ignored. The company advertises (on their website) that their luxary vinyl floor is extremly durable and easy to maintain and clean. My floors prove this is false advertisement. REFLOOR has tried to resolve the problem by giving me a 50% discount on replacement floors. I have only had these floors for exactly one week. The ** came out and agreed with my concerns and then denied them when talking on the phone. Pictures are attached. On their website it is clearly stated "110% risk free guarantee your investment protected" they are money hungry and do not deserve an A+ rating from BBB

  Customer Answer

  Date: 12/16/2023

  Complaint was resolved with company. Please disregard 

• Initial Complaint

  Date:10/18/2023

  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.

  Installers stated they could not install floor and I asked for my initial $6736 refunded. Was told by management that refund was issued 10/6. It is now 10/18 and still no check. I have called and was assured the check has been sent, however this has not been received. I need these funds for my new installer! Mail doesnt take this long.

  Customer Answer

  Date: 10/19/2023

  Check received today.  This issue is resolved and you can close the case.  Thank you.

  

  Business Response

  Date: 10/20/2023

  Dear ********,
  
  I hope this message finds you well. We would like to address your recent complaint regarding the refund for your initial payment of $6736. We apologize for any inconvenience you have experienced throughout this process.
  
  Upon investigating your complaint, we have identified that the check issued to you has been cashed. We understand the frustration you must have felt, and we sincerely apologize for the breakdown in communication, which resulted in unnecessary concerns and delays. Your satisfaction is our top priority, and we regret any inconvenience this situation may have caused.
  To prevent similar issues from occurring in the future, we will be revisiting and improving our refund process. Our goal is to provide a more streamlined and transparent experience for all our valued customers.
  
  Once again, we apologize for any inconvenience you have faced, and we appreciate your patience and understanding during this process. If you have any further concerns or if there is anything else we can do to assist you with your flooring project or any other matter, please do not hesitate to reach out to our customer service team.
  
  Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 10/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:09/08/2023

  Type:Sales and Advertising 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.

  Transaction was completed on Aug 30. Next day was advertised 20% off and was not offered to us.

  

  Business Response

  Date: 09/08/2023

  Hi ****** - We appreciate your feedback and understand you are confused and believe you did not receive the best discount available at the time of your purchase. Let me clarify and assure you that you did receive the best discount available PLUS a whole lot more.
  
  Your purchase on August 30 included our August promotion of free installation, which is equivalent to a 20% discount of your total purchase. Additionally, you received an extra 10% off as part of our ongoing customer appreciation program, so you actually received 30% off your project which is 10% more than customers who purchased under our September offer of 20% off.
  
  Thank you for choosing Refloor. You new floors are absolutely beautiful!

• Initial Complaint

  Date:07/14/2023

  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.

  We used Refloor and the more we walk on the floor the more we dislike it. They left glue all over the floor and were told to use fingernail polish remover to get it up. It now has marks on the floor where we tried to get it up and it wont go away. Also we were told they would level the floor where needed. Now as we walk on the floor it sounds hollow in several places. It sounds like a cheap floor we installed. The bathroom floor has a big gap from the wall and we have to cover it up with a rug. The people they hire are not experienced in installing these floors. We would not recommend this company to anyone.

  

  Business Response

  Date: 07/18/2023

  Thank you for taking the time to speak to both **** and *******, we have a check list ensuring all issues brought to our attention are remedied at the time of service scheduled for 7/26/23. We have noted the following issues:
  
  1) Echo sound when walking
  2) Smudges on floor from cleaning
  3) Concerns about underlayment
  4) Gap at walls 

  We look forward to servicing you and ensuring that you are 100% happy with your flooring!