Summary: I Had a Contract with Floor360 -- Got a Defective Floor & Had to file a Lawsuit I built a new home in 2024, and because I've done this rodeo before, my builder and I agreed I would handle the flooring, cabinetry, countertops, and lighting contracts directly rather than through the builder. I'd had good experiences with Floor360 in my Veridian homes, so I emailed Jen Fickling on Sept 2, 2023 proposing that Floor360 work directly with me. They agreed, and I signed a flooring/tile/installation contract via Dropbox on Jan 17, 2024. That contract contained the provision that "all installations done according to industry trade standards". I selected a premium 9.5" Shaw Expressions white oak floor (~$30K). When Floor360 came to install in February, the HVAC wasn't on and the required 5-day acclimation hadn't happened. Unbeknownst to me, my builder was a chiropractor who had inherited the construction company from his father, and the project manager responsible for site conditions like HVAC was his X-ray technician. To avoid delays, Floor360 and the builder privately agreed the builder would install instead of waiting for Floor360's next opening. The builder had never installed this product, didn't buy all required materials, and Floor360 knew this as well as knowing proper acclimation had not occurred. Unsurprisingly, the floor failed--and only then was I told the installation had been switched, despite promises that Floor360's "most senior crew" would do the work. The installation violated basic manufacturer requirements: no 5-day acclimation (installed mid-winter with no HVAC), fasteners spaced 15-24" instead of 6-8", no end fastening, and no required glue assist. Result: cracked boards, lifted seams, splinters, flared ends, and a wood floor that feels like walking on artisanal cobblestone. Shaw inspected, found 70% of boards damaged, and denied warranty coverage due to improper installation/acclimation. Replacement bids are ~$50K, and I legally have to disclose the defect if I sell. What makes this worse is the secrecy. I emailed the replacement designer, Nichole Abbott, repeatedly asking how installation went (2/14/24, 2/24/24, 3/12/24) yet no answers. When I asked where the leftover product was (4/23/24 & 4/24/24), she vaguely said she'd ask "the installers," leaving out the key detail: Floor360 didn't install it. Floor360 now insists my contract was with the builder, even though the builder contract explicitly allowed direct vendor contracts, Floor360 was paid via my personal funds & construction loan, and they accepted that arrangement in writing. Floor360 subcontracting with my builder to swap installation roles on the down low has nothing to do with their contractual obligation to me. The two people who negotiated the working model (Jen Fickling and Christie Thompson) have since left, and it appears nobody bothered to review the terms before denying responsibility. My attorney says the liability is clear. We've given Floor360 multiple chances to fix this; they haven't. So we filed a lawsuit, which you may follow by searching for them on CCAP. A complaint with DSPS/DATCP is in-process. Floor360: if anything here is inaccurate, reply publicly and I'll correct it immediately. You're also welcome to send corrections to my attorney. My only goal is accuracy and getting an undamaged & fully warranted floor. After reading our contract line by line, do you disagree that a properly installed, fully warranted floor is a reasonable expectation? read more

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Incredible service. I found their staff to be very friendly and helpful in helping me select new flooring for my home. I'd highly recommend them to everyone. read more

they are bunch of liars, promise you the world but cannot back it up after the sale. the carpet with 25 years warranty after 50 days had ripples and refused to restretch it. Asked for services to be purchased read more

I can't recommend Floor 365. The design assistance was mediocre at best. Poor follow through in communication and completion of work. Many delays and excuses. read more

We recently had our carpet replaced with Hardwood in 3 rooms. Floor 360 won't put your baseboard back on so I had to do this myself and found a lot of damage to baseboard they removed and to our walls! One of their workers was singing very loud in Mexican with no music and I walked in one room and saw him pounding the hardwood as hard as he could with a rubber mallet and not to install it! I would never have them do any other job for us. Next I need many rooms of carpet in our finished lower level but will find another company. read more

Worst experience ever dealing with this "company!" The sales rep (who has been fired and now works for Nonn's) told me that this was one of their best carpets. She even came to my house. Since the install in 2016 this carpet has continued to come unraveled. In the beginning 360 set out a "professional that blamed the unraveling on my 50 pound dog. I am asked him to explain the pulls under the furniture... the result was zero help and compensation. I understand that there are some people that have had a great experience with floor 360... how I wish I was them read more

We recently had our carpet replaced with Hardwood in 3 rooms. Floor 360 won't put your baseboard back on so I had to do this myself and found a lot of damage to baseboard they removed and to our walls! One of their workers was singing very loud in Mexican with no music and I walked in one room and saw him pounding the hardwood as hard as he could with a rubber mallet and not to install it! I would never have them do any other job for us. Next I need many rooms of carpet in our finished lower level but will find another company..... read more

We got our carpet, floor tiles, and glass shower tiles from Floor360 and could not be happier! Autumn was our designer consultant and she took her time to put together an elegant pattern together for our shower. My eyes sometimes have a more 'caviar' taste than what my budget allows, but Autumn introduced us to a happy medium that didn't leave me feeling as if I were compromising. She genuinely wants you to love the product and does not try to upsell their most expensive item on display. We did go and pickup one of the tile orders ourselves from their north/east warehouse, and there was a small miscommunication with the delivery, but I can't fault them since it was during a snowstorm and was eventually cleared up with a couple of follow-up phone calls. Pro Tip: if you are using a contractor, go through your builder to get their builders discounts. read more

Daniel and his team were wonderful! We have had them here a few times. Always professional and do an excellent job down to the last detail.

We brought in our selection from Sergenian's and came up with comparable choices due to the retailer branding names of the manufacturers' flooring and tile. Floor360 sharpened their pencil and gave us a better price. The tile in the bath looks great. The luxury vinyl plank floor and carpet were installed throughout the house in two days by a friendly, courteous crew. We were also informed they do price match on some of the rugs we have been looking at. read more

This flooring company is nothing but a disappointment. We arranged for this company to install hardwood flooring st our lake house property about a year ago, at first it looked great but over a short few months, the flooring began to buckle and the transition strips came up off of the flooring. We have been calling for months to arrange for the company to come out and fix the buckling floor and they have bluntly been ignoring us. I called last Monday 8/26 and left 2 voicemails for the service department on Ruth's voicemail and again today on 9/4 and have never received a call back. We paid THOUSANDS of dollars for the original flooring and for this company to ignore our service calls is down right disrespectful. I suppose the next step is to report them to the BBB. read more

Their estimate process is a joke. Be sure you know exactly what you are getting before you have this company do any work (or better yet, hire someone else)! We had to have them redo our estimate more than once and still had a section they refused to do that is clearly quoted on the 3rd estimate we received. Not only were we blamed for their miscommunication, the service we received from the sales team after the fact was horrid. No apologies, ownership, or concern for the customer. I've never been more disappointed in a company. Buyer beware!! read more

Couldn't be happier with my experience with Floor 360! Great company to work with! Made the process of getting new floors easy! Will definitely be back and would recommend them for all flooring needs! read more

We ordered our floor from Floor 360 and are very pleased with the outcome. Our farmhouse was a tough project, due to the uneven nature of the floors in this extremely old house. Courtney Brunker spent HOURS with me, sorting through numerous samples, patiently finding options that would work. We ordered the floor and had our own installer due to fact that the home was out in Osseo, WI. The only problem we had was that we came up a little short due to the diagonal application of the planks (which requires more material than a normal layout). In the end, it all worked out just fine. I am super pleased with the floor and would go back to Courtney for help tomorrow. In fact, I think I will because I am ready to remodel my bathroom. read more

Unfortunately, we've have a very negative experience with Floor360 for a bathroom tile install. Not only were there issues with the quality of the work itself, but also with the timeliness of communications, the number of repair visits needed to complete the project satisfactorily (at best), the mess left by the installation crew, and a lack of reimbursement. Further, after the tile was completed, we just found out that no professional shower door installation company is willing to install a shower door because the floor was prepared improperly. The process has been exceedingly frustrating, and the issues seem to be never ending. For the price of the materials and labor, working with Floor360 was not worth it. I would not recommend working with this company and their contract installers for any project. The issues we dealt with are enumerated below: 1. A hand-made mortar base was made to account for a frameless sliding shower door in our slab-on-grade construction. Unfortunately the custom mortar shower base and floor were finished with improper grade and angles, and multiple shower door installers have seen the site and told us they are not able to install a shower door because of the floor grade. 2. Visually, the corners of the window trim and niche look terrible. They are made with a metal trim because a bullnose tile was not available. The cuts in the metal are rough, and were never filed down. The installation looks crude, and you can see the burs of the metal. The 'solution' by Floor360 was to paint the grout lines with *white nail polish*. This finished installation looks unprofessional, and I can't believe they consider this work to be proud of. 3. The installation crew and installation manager had to come to the site TWICE to review and resolve unsatisfactory work. The first time they returned to resolve extremely visible issues with the grout in the shower walls, and cracking and gaps in the floor tile grout. This was an unfortunate hassle, and delayed our temporary occupancy permit. They had to come again in the following months because the final grout cleaning was insufficient, floor tiles were stained by the dark grout (they didn't use grout release), the caulk in the shower corners was peeling drastically in a short period of time, and there were gaps in the floor tile grout. 4. Items #1-#3 alone merit a poor review, but unfortunately there are other miscellaneous issues that soured our experience. We were charged for KERDI board that was not used in installation (but were reimbursed when we brought to their attention.) The installers left black handprints all over the freshly painted walls, and we were told we would be reimbursed for the cost of repainting - but that has not yet happened. The installers also broke a bag of mortar in front of the house, which then got tracked into the house. Between the unsatisfactory quality of the work, the inability to install a shower door, the mess made during installation, and the funds that have not yet been reimbursed (the work was started in the end of 2017 and it's now June 2018) - we cannot recommend working with this company. read more

I'm so happy with the customer service and the wood floor product from Floor360! Courtney was so professional and helpful, and really heard me when I explained the type of wood flooring I was looking for, both in function and the overall look. I did not utilize their installation, but all other services that I did have were second to none. read more

We had the pleasure of working with Crystal who provided exceptional design advice and helped made the process of building a home fun! The products have been exceptional and were always there for follow-up! We will be repeat customers! read more

HORRIBLE company to deal with!!!!! Signed a contract to be completed in no more than 3 months, almost 6 1/2 months later, STILL NOT DONE!!!! Extremely poor communication from regional manager and CFO. Excuse after excuse when we actually do get any type of response. Even their own workers have complained to us about the company they work for and how little support they receive from them on this type of job when they were onsite. There are many other good flooring companies, do yourself a favor and use one of them. read more

The store on the west side of Madison is horrible! I would have given it zero stars but that is not an option. The sales person was rude. She sneered when I didn't like her suggestion. They never got back to me with an estimate for installation the salesperson had promised, even tho I called again to remind them. I made the mistake of ordering tiles anyway, and they sold me mismatched tiles that have ruined the look of my remodeling project. Avoid this place at all costs !! read more

Recently we had new Luxury Vinyl Plank (LVP) installed in our basement and the stairs and landing to the basement re-carpeted by Floor 360 - Fitchburg. Product purchase and installation was completed using Floor 360 - Fitchburg. Let me first start by saying Floor 360 was very aggressive in providing the most competitive pricing for the materials and installation of the flooring and what appears to be, did a nice job installing the LVP. However, I cannot say the same quality and customer service was afforded for the installation and service on the carpet installation. Installation of the carpet on the stairs left us with (5) steps in which there were ridges or bumps in the carpet. We called Floor 360 about the improper installation and were very happy to come back out and correct the poor installation. The repair was scheduled and we took time away from work to accommodate. The day of the repair, the service technician was (2) hours late. I called Floor 360 to get an explanation. Floor 360's service coordinator told us she would have to call her service technician to find out why he was so late. I was told, the service technician's van broke down. O.K., I understand these things do happen. But what troubled us was, it took us to call the offices of Floor 360 for them to realize their service technician was (2) hours late for an appointment because his service van broke down. It seems reasonable to me that if your service technician is unable to make their appointments, for whatever the reason, it shouldn't be initiated by your customers and take (2) hours to do so. To make matters even worse, we rescheduled the service repair for a couple days later and results were no better. The service technician was more than (2) hours late again, but this time, with no excuse. Now, what upsets us was the time missed from our family responsibilities and responsibilities to our employer(s) to accommodate a repair that should have never even had to happen if the carpet would have been installed correctly the first time and the lack of accountability Floor 360 took for inconveniencing us not once, but twice. It is difficult for us not to conclude the leadership at the Fitchburg Floor 360 location shows no value in their customer's time and takes zero responsibility for inconveniencing it. Listen, Floor 360 was very helpful in the purchasing process of our new flooring. Their product knowledge is deep. However, if the installation of your purchase does not go per expectations or is poorly performed, (e.g. installation and follow-up service) don't expect Floor 360 - Fitchburg to care about your time to make the necessary corrections. They dropped the ball in our case and showed no remorse or accountability for inconveniencing us twice for it and I would recommend perusing another local flooring service if your time is valuable. read more