ComplaintsforJ & B Carpets Inc

• Initial Complaint

  06/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

      I had carpet installed on April 1, 2022.  Immediately after installation, I noticed shading that made the carpet look smudged throughout.  I hired a certified carpet inspector and he noticed "sprouted loops."   

  

  Business response

  07/25/2022

  On March 8, 2022 **. ***** entered into a contract with J & B carpets Inc. to purchase carpet for her home. A few weeks prior to the origination of her contract **. ***** shopped the showroom floor and choose a sample board that she checked out over the weekend. After choosing a color from the same board, she wanted to move forward with a quote. We scheduled a day and time, went to her home measured and quoted a  price. **. ***** thanked us and said she is still getting other quotes. Ultimately, **. ***** choose J & B Carpets to place her special order carpet. **. ***** choose off the board she had checked out. 

  
  

  Once the contract was signed and deposit was secured, the carpet was ordered. J& B Carpets delivered and installed the carpet per date and on time, the job was completed in one day. Once the installation was completed and inspected the contract was closed out and balance payment was collected that same evening. 

  
  

  **. ***** issued the final payment by check, immediately after issuing the check **. ***** placed a  "Stop Payment" on the balance amount. Days later **. ***** was contacted by J & B Carpets regarding the reason for the "Stop Payment". She replied that the carpet she ordered from the sample board did not show "footprints" and that she didn't like the carpet. J & B Carpets notified her that the contractual obligation on their part was fulfilled, materials delivered and work was completed. Eventually **. ***** brought a new check for the original balance amount. 
  

  
  

  In the following month after the installation, **. ***** walked into the showroom with a Demand Letter asking for a $1000.00

  refund and her own carpet inspection report. The report claimed the only evidence of any possible repair was in a corner of her living room that had a few "sprouted loops" that had been left untrimmed (normal for carpet installation process). The inspection goes on to confirm that the carpet shades, as do all pattern carpets. One June 13, 2022, the business reached out to **. *****  and let her know that they opened a claim regarding the verification of color / style of carpet. The Carpet Mill confirmed that in fact it was the same color and style on the sample board off which **. ***** ordered from. J & B Carpets also asked to be granted access to inspect the carpet and if needed to make any repairs. **. ***** refused to allow access and went on again demanding a $1000.00 refund. 

  
  

  J & B Carpets has tried to resolve and remedy this situation however, **. ***** refuses and continues to demand $1000.00 refund. This demand for a refund without being given the opportunity to rectify any possible needed repairs is not standard business practice.  

  
  

  
  

  Thank you,

  J & B Carpets 

  
  

  Customer response

  07/25/2022

  Response to Carpet complaint – July 25, 2022
  
  
  First of all, the carpet installed, did not look like the sample, because it looked severely smudged. I have several pictures to

  show this, that were taken by Certified carpet inspector ***** ****. In addition, when my friend came over to look at the carpet the day after it was installed, he commented “did someone walk through here with dirt on their shoes??”
  The carpet was misrepresented to me via the sample. Secondly there are several sprouted loops that my inspector documented, not only in the living room, but throughout my house. The inspector noted that these are defects in the carpet due to poor installation of same (it is NOT normal) as J&B states, and my inspector’s report documents same.
  I initially issued a stop payment due to what I felt was an inferior, product that did not live up to the contract because it did not look like the sample I saw. I later re-issued the check and wanted to file a complaint. I see no reason why J&B brought this up as they have been paid in full. In any event, J&B is in error re what transpired with the stop payment. It wasn’t done immediately – it was done after I complained about the carpet and they made me feel that I had no right to complain, and were totally rude and unprofessional with their response.
  I have asked for a small partial refund as I do not want anyone connected with this company in my house again. They were totally unprofessional and rude to deal with, and the compensation of $1,000.00 I am asking for is very small compared to the $4,000.00 I paid them for what I feel is cruddy carpet. I have gone through a lot of anguish dealing with this issue and seek reasonable compensation. I will be hiring a new, reputable company to install new carpet.

  

  Business response

  07/26/2022

   

   

  Regarding the carpet that **. ***** choose and purchased, the Mill has verified her carpet was in fact is the same carpet featured on the sample board. The inspection report **. ***** provided was

  submitted to the Mill for review for any possible defects, there was none found. **. ***** refuses to allow us access to inspect and if needed trim any sprouted loops. At this time J & B Carpets has

  fulfilled all contractual obligations. 

   

  J & B Carpets Inc.

  Customer response

  07/26/2022

  In response to J& B’s latest answer, they say “ the Mill has verified her carpet was in fact the same carpet featured on the sample board” ..
  
  
  That statement is irrelevant because what I got (and had my inspector take pics of) showed severely smudged carpet. No one in their right mind would want to have carpeting look like that. As stated previously, to prove my point, a visitor exclaimed “did someone just walk in here with dirt on their shoes??” That’s how bad the carpet looks.
  J&B wants to come and trim the sprouted loops which was caused by their installers. That’s only a portion of the problem with the carpet. The main issue is the carpet does not look like what I picked out, and it was misrepresented to me. I think I submitted the pics with my initial complaint, but if needed again, I can make more copies.

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