ComplaintsforJames Carpets of Huntsville, Inc.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on a new ***** Home in July of 2020. In July of 2021 we filed a warranty request on our cracked tile floor and bowing hardwood floor with ***** Homes per the attached emails. ***** Homes referred me to James Carpets, the tile and hardwood floor warranty provider. They sent a gentlemen out shortly after (in August 2021 I believe) to confirm the issues. We were told these would be covered under warranty but due to COVID supply chain issues, they did not have the tiles - it would be a few months.Approximately 6 months later I reached back out to James Carpets. The same gentlemen came by again and measured our tiles as they offer a few different tile sizes. He left without a timeline.Over the past year I have been reaching out to James Carpets. When I am able to reach someone in the warrenty department I am told they will check on the tiles and call me back. Those call backs never happen. But most of the time I am unable to reach anyone in the warranty department. A call back is promised, but those also never happen.The last time I did speak with someone in the warranty department of James Carpets (approximately 1-2 months ago) they advised that they were unsure if they could get the tiles anymore but said they would check and call me back. That callback never arrived.I called again today and left a message. But at this point I feel I need to escalate with the BBB. We purchased a new home and tile flooring was included with the 1 year warranty, which we initiated within the timeframe. However, we are getting ignored and the run around. I am open to other solutions or compensation, but neither of those have been offered to me. Here are our total and original counts:Cracked Tiles 5 - Bathroom 6 - Master Bathroom 10 - Laundry Room 6 - Kitchen Several - Dipped/Bowing Hardwood Floor

  

  Business response

  07/27/2022

  Pcole of BBB called and spoke with ******** (warranty person) she said they have been working on this case since last year. The tiles in ****************** home is no longer produced. James Carpets cannot find a replacement tile. ******** said they have notified ***** Homes of this situation and needs to know how to proceed.

   

  *******: 133 *******************************************:

  has contacted the Better Business Bureau *************** is on thread). He is another customer that we have discussed about tile cracking and can not get that tile size from Mohawk. ***** Homes needs to address this customer or tell ********************************************* how you wish to proceed with this customer. He has filed a compliant with the BBB against James Carpets which is unfair since we did not create any  of his issues.  Any help you can give me would be greatly appreciated.

  
  

  I am fearfully and wonderfully made.

  psalm 139:14

  
  James Carpets of Huntsville Inc

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

  Customer response

  07/27/2022

   
  Complaint: 17510430
  
  I am rejecting this response because:

  It should not be my responsibility to be the go-between for ***** Homes and James Carpets.  ***** has told me that the warranty providers need to address the issues which makes sense to me.  If James Carpet cannot get the replacement tile, I am open to other restitution.  But I am not privy to the relationship/agreements between ***** Homes and James Carpets.  And a representative from James Carpets came to my house twice to measure the **************** also does not address why my calls are never returned.  In the rare instance I have spoken to someone in the warranty department at James Carpets, I have never been told to go back to ***** Homes.  
  
  If my HVAC went out I would go to the company that ***** Homes contracted to fix it.  

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

  

  Business response

  09/29/2022

  ********** of BBB called James Carpets and spoke with *************************. BBB told ************ that ***** Homes does not offer a warranty on tile flooring.  ************ said since ****'s Homes does not pay them o install "no crack membrane" James Carpets does not provide a warranty on the tile or install. 

  BBB is very sorry we were not able to assist you in this matter. It appears you've been caught in a no warranty coverage situation.

   

  Customer response

  09/29/2022

   
  Complaint: 17510430
  
  I am rejecting this response because:

   

  My bowing hardwood floor that was part of my initial complaint has still not been fixed.
  
  Sincerely,
  
  *************************

  

  Business response

  10/27/2022

  ******** with James Carpets said they've not been contacted about the hardwood floors. Please give her a call to schedule an appointment. ************.

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