Scottsdale Flooring Company Sued as Customers Seek Refunds for Undelivered Orders

Victims Left with Duct-Taped Floors After Paying Full Price

Multiple Scottsdale customers say they paid thousands of dollars upfront for flooring that never arrived. They now face lawsuits and police investigations.

Elizabeth found the perfect hardwood flooring for her new home. She discovered the Scottsdale business Haute Plank Flooring had the size and color she wanted. Elizabeth said the company required a 100 percent upfront payment through ACH in April 2025.

Elizabeth explained the owner told her the full payment would ensure she received flooring in six to eight weeks. June, July, and August passed and her flooring never came.

She started reaching out to the company in mid-June. The business told her there were delays. They said the delivery would be toward the end of June and then in July.

Elizabeth asked for a refund after she could not wait anymore. The company agreed to provide a full refund at the end of August. But this led to new delays.

Elizabeth shared text messages showing the back and forth. The company set up meetings at their bank. They scheduled meetings at Wells Fargo. They arranged meetings at their office. Every single time they canceled the appointment and made up excuses.

Elizabeth reached out to Let ABC15 Know when she still did not have her refund. A volunteer named Andrew contacted the business on her behalf. The owner told Elizabeth her refund was coming. Months later she still did not have her money.

A Pattern of Unfulfilled Orders

Donna also said the owner required 100 percent of her flooring costs upfront when she placed an order last fall. Donna explained the owner told her it was custom and that was her policy.

The owner said it would take six weeks and Donna had to move in in October. That meant she would have her flooring in August.

Months later Donna does not have her flooring. Her home has duct tape all over her plastic floors. Donna said it creates a cascading effect. She could not put doors in. She could not put other features in the home.

Donna never received proof that her order was actually ordered. When she tried asking for her money back she was told the order was non-refundable. She said she did not even know it was non-refundable until she asked for a refund. The owner told her to check her invoice. There was small writing on the bottom that said the order was non-refundable.

Police and Lawsuits

Donna and Elizabeth both filed reports with the Scottsdale Police Department. The department sent a statement saying detectives are actively investigating three cases. They are working with the AZ Attorney General's Office as part of the investigations. The department encouraged victims to make a report with the AZ AG's Office.

Donna also filed a lawsuit against Haute Plank. The Let ABC15 Know team discovered there have been at least four civil lawsuits filed in Maricopa County Superior Court against Haute Plank and its owner since 2024. Two of those lawsuits are for breach of contract.

In another suit a judge ordered Haute Plank to pay the plaintiff more than 120 000 dollars. According to that lawsuit the customer said he also had to pay upfront for flooring and never received it.

Business Response

Elizabeth and Donna said they do not know if they will ever get their money back. They now want to warn others about the business. Elizabeth said this is more about getting the word out to other people. She does not want anybody else to be taken advantage of.

The team reached out to the owner one last time to ask why Elizabeth still did not have her refund. The owner directed them to her attorney. The attorney sent a statement saying Haute Plank takes all customer concerns seriously.

Because this matter is the subject of pending litigation the attorney said they are unable to comment on specifics at this time. Haute Plank remains focused on providing customers with high-quality products and customer service. The attorney said they are confident in the merits of Haute Plank's position and look forward to presenting their side of the story at the appropriate time and in the appropriate forum. The attorney said they will have no further comment until the matter is resolved.

Consumer Advice

When making large purchases consumers should always get a contract before paying for anything. They should be very cautious when companies ask for full payment upfront. Consider asking for a payment structure where an initial deposit is paid to place the order. Then the rest of the payment should be made once the materials are delivered or the project is completed.

Make sure to research the business thoroughly. Look for reviews on Google. Check Yelp and the Better Business Bureau. You can also check the Arizona Registrar of Contractors to see if the business is licensed and in good standing.

If you pay for a good or service from a business and they do not deliver you can file a complaint with the Arizona Attorney General's Office.