ComplaintsforCarpet Sense & Flooring Ltd.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Carpet Sense installed carpet at our house in October 2021. I've contacted them about the issues many times since then, mostly in the first six months following, and posted a negative ****** review etc. I also emailed the owner and left him voicemails. I was expecting them to contact me and didn't want to have to file a *** complaint but, since it has been over a year since I've contacted them with the issue, I have decided to take this route. This is what I wrote the manager, *****: I'm writing because I've had a long standing concern with a carpet installation from last Fall. We moved into this house last August and didn't know any contractors in the area but your colleagues at *********** ******** suggested we contact you, *****, and said Carpet Sense would take good care of us. You were on holidays when I went into the store so *** helped me. Your team ended up installing carpet on the stairs of my house at ** ***** ****** **** ********** ** ****** and were quick and professional. I noticed soon after that there were issues with the install, such as exposed sharp objects and obvious seams and bald areas where a lot of staples had been applied. *** had the team come back out and they hammered the sharp objects down but said they couldn't do anything about the obvious seams and bald areas. We have had many back and forths over this but my concerns haven't been resolved, which is why I'm contacting you. It is a small bit of carpet in the house but it is very disappointing every time I walk up and down the stairs. This is our forever home and we intentionally picked a very high grade carpet. I am hoping that customer service satisfaction is important to you and you can help me resolve this issue. The stairs need a re-install with new carpet. I'm attaching photos of examples of the problem areas as well as a photo of the stairs before the install, the one I initially shared with ***, for reference.

  

  Business response

  17/07/2023

  The carpet on the stairs were installed on October 2021 and the customer paid their bill in full on November 2021 thru e-mail transfer.  ***** **** called us for repair and we sent our technician to check and fix the issue.  The repair was pertaining to the alignment of the pattern of the carpet in a small area on the spindles (stairs), as seen on the pictures.  Our technician did the best he could to fix the issue at acceptable condition.  The customer contacted our sales representative *** several months after and *** offered to send a technician to take a look but she refused and wanted to change the carpet to a new selection at no charge, for she is not satisfied with the carpet she selected.

  A full replacement of the carpeted stairs because customer is not happy with her original selection is not acceptable considering that the area in question was a very small portion and it was fixed.

  Customer response

  17/07/2023

  
  Complaint: 20280623
  
  I am rejecting this response because:

  The poor installation is not a small part. It is along the side where multiple seams are visible and at various points where obvious folds are noticeable. It is a messy install.

  Sincerely,
  
  ***** ****

  

  Business response

  18/07/2023

  From the pictures (2 photos taken at very close up angle) that were provided indicates that these areas of concern are small and unnoticeable.  Since the customer doesn't want us to fix or refuse any repair but to replace the entire carpet which she is not happy with her selection as she expressly told to our sales rep, we deny this request.  To understand, we also require more photos that shows all the issues.  But for a good gesture, we are willing to send a technician to investigate these multiple and various issues and to repair.

  Customer response

  19/07/2023

  
  Complaint: 20280623
  
  I am rejecting this response because:

  The issue with the carpet still remains but I accept your offer to have someone come out to look at it. There are visible seams on every stair, as well as along the side, and folds at the top stair. The pictures I shared are just examples. I am available between July 31-August 4th for someone to come by. Please let me know what time. 

  
  Sincerely,
  
  ***** ****

  

  Business response

  02/08/2023

  The repair was completed on August 1, 2023 as coordinated directly to the customer.  ***** **** is satisfied with the repair done to her stairs.  Proof of completion is attached with her initials.

  Customer response

  04/08/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20280623, and find that this resolution is satisfactory to me.
  

  Thank you for fixing the imperfections on my stairs. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  31/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased flooring and the product arrived well before the install date. The installed rushed in last minute and did a very poor job on the install. I had to delay my move in at additional cost, to facilitate the flooring company and in turn, caused a delay with my general contractor in finishing the job he was hired to do for me. The flooring company came back to view the finished job and many deficiencies were discovered, The salesperson and his installer came to my home and met with myself and my general contractor. * ******** ******* ******** ******* *** ********* ********** ****** ** ******* ********** ** ** ***** ** ***** ** *** * **** ********* *********** ******* *** ******* **** ********* **** **** ***** ****** ** ***** ** ** ** ** *** ***** * **** ****** **** *** ******** ******* ********* **** **** ********* *** *** ********** but they also indicated that my contractor was not to be present when repairs were to be completed. I own the home and I am not to be told who can and cannot be on my property. It has been constant emails, phone calls and back and forth since the repairs. I had additional cleaning expenses, moving expenses and had additional expenses for my contractor to replace paint, trim, calking etc. My unpacking was delayed even after I took possession as I had to leave the way for the repairs. I paid my 2 deposits prior to installation for a total of $8,000. they have provided some credit but I feel the job does not warrant any further payment. The flooring company had plenty of time to live up to their end of the job and they failed me .

  

  Business response

  18/04/2022

  In response to your letter dated April 4, 2022, here are our answers:
  
  The materials ordered arrived on time and it was delivered to her house on January 17, 2022.Installation was coordinated and agreed with the client (***** ********), our sales representative (****** ******), our installer, and her contractor (who was also hired by ***** ******** to do some other repairs to her house) to start installation for January 20, 2022 which may take 3 to 4 days to complete. Her contractor changed the start of the installation to January 24, 2022.We started the job on the 25th of January due to non-availability of installer. It was completed in 4 days and before the moving date of the client. The job was not a rush.

  
  It is standard that deficiencies may occur, but these deficiencies are minor, and it was addressed accordingly. There was a major problem in front of the fireplace. Her contractor removed the brick laid on the floor and after that supposedly fix the sub-floor. The sub-floor was not done properly and it was not even level. Before proceeding to install the hardwood in that area, we advised her contractor about the situation and condition of the floor, but contractor insisted to install the hardwood anyway. We ripped the installed hardwood on the fireplace and showed to ***** with pictures and videos but did not comment anything and blamed it on us. To resolve this issue, we sent our sub-floor specialist to fix the sub-floor with no charge to her. We bought extra hardwood to replace the floor at no charge including installation.
  

  *** ******* **** ***** *** * ******** ******* ******** ** *** ****** *** *** ***** ************** *** *** ******* *** ******* *** * ****** ************* ******* *** ********* *** *** *********** *** ********** ******* ******* ************ ** *** ********* ***** ******* *** ********** At that point, our sales representative asked ***** to ask his contractor to step aside to have the inspection completed, she denied the request. *** ******* ****** *** ********** ** ************ ********* ******* *** ********* *** * ******** ****** *** ***** ************** *** **** ** **** *** ********** ****** **** * ******** ******* ***** ******* Our accounting department sent an e-mail with this incident that it should have been or should be reported to the police if an assault took place. None was reported. Her explanation was on the complaint she wrote.
  

  Cleaning is a standard procedure, and we did clean after the installation. She was even pleased with the cleaning we did and made a remark if she could hire our installer to clean some areas of her house.
  

  She said on her e-mail that she cannot give an actual amount of expense for she doesn’t know how much it will be. In good faith, we gave her a credit of $1,500 plus HST even if there’s any delays, additional expenses, and so on aside from the 3 registers that her contractor requested from us. We charge her nothing on the registers as mentioned on her revised invoice (see attached).But on her reply e-mail to our sales representative, she treated that $1,500 as a payment for treating her house badly and used that money to pay her contractor to complete the carpentry work on her house.
  

  Her contractor gave us a text quotation for $1,800 plus HST and materials if he will do all the repairs. Our sales representative advised ***** that this could void her 1 year labour warranty.
  

  Her invoice was already adjusted accordingly as sent to her. Up to this date, we haven’t receive what expenses she incurred and does she have proof of these expenses.

  

  Business response

  29/04/2022

  The management decided to give her additional credit amounting to $2,500 + HST to close the case.

  Customer response

  04/05/2022

  
  Date Sent: 5/3/2022 3:59:25 PM
  

  
  Complaint: 16953600
  
  I am rejecting this response because:

  I received 2 quotes for flooring options from CS & Flooring. One quote was for re-finishing and patching the existing hardwood flooring in the areas where walls were to be removed and where ceramic flooring was to be removed in the kitchen and foyer ($8,225 + tax). The other quote was for new maple hardwood throughout including the kitchen and foyer ($14,300 + tax). I chose the latter as I wanted beautiful new wide-plank flooring, meant to be the “canvas” and showcase for my newly renovated home.
  

  I am in the process of itemizing a list of the expenses I have incurred because of the ongoing issues with this company. This will include my time, as a self-employed woman, for the time I spent going back and for the with ***; for consulting with **** and others about my options in resolving this issue; for costs associated with having to change my moving date because *** changed the prior to agreed upon installation date; and for cleaning up the mess he and his crew left behind. These are all hours during which I could not work and earn an income. Until now, I hoped this issue could be resolved in a manner acceptable to both me and CS & Flooring so I have not reached out to a different flooring company to request a quote for finishing the job CS & Flooring did not finish. As a result, that cost will also be added to the list.
  Regardless of the outcome of this dispute, *** ** *** *********** ****** ** ** * ********** ****** ** *** ** * ****** ****** ******* * ***** ********* *** **** **** ****** **** ****** ** ** ***** ** ******* * ** ****** ** *** * ***** *** ** **** **** *** ******* ** *** ********* ****** ********* from this issue nor the loss of personal enjoyment in my home as unpacking much of my belongings was also delayed.
   I paid the required deposits, 2 x $4,000 in good faith with the expectation that I would receive quality workmanship and delivered in a professional way.
  I am not prepared to pay any further funds to this company and as a matter of fact, should be reimbursed for my expenses and lost work time.
  * **** **** ********** ** **** ******* **** ***** ** **** *** ******** **** ********** ** ****** ** ******* *** ******** in my home on my contractor and emotionally with legal action. ***** *** ********* ******** **** **** ************* *** ********** ** ** ***** **** *** *** **** **** ******** ********** ***** **** ******** *** *** ********* ********** ** **** **** ** ***********  * *** **** ********* ******** *** ****** ***** ***** ** * ****** ****** *** ** ******* ** ******* *** ******** ***
  “We are also preparing all documents to submit to our lawyer to lien on your property. As a broker, I am very sure you know what this means and what will  do to your property once submitted”
  “…we kindly ask that if a decision is made down the line whereas your contractor decides to resume working on the installation, we ask that he cease to do so given his past behaviour and attitudes toward myself and my employee’s.”
  For these reasons, I do not find CS 7 Flooring’s offer of a $2,500 credit sufficient.
  

   

   

   

  
  
  Sincerely,
  
  ***** ********

*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. ↩