ComplaintsforCarpet One Floor and Home
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Complaint Details
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Initial Complaint
02/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The floor I had installed at address is a vinal plank flooring the edges of the planking is pealing and chipping. Carpet one came out 1 time to address issue they put a patch in floor,and said floor was unlevel I had it leveled 4yrs ago and told them they insist that it's unlevel. Then they said it was from using a rolling chair I need to use this type for medical reasons. The floor is still chipping and peeling on edges you can fill edges with your hand or feet. They will only come out and fix floor if I pay them in warranty on flooring box says nothing about a rolling chair. Carpet one will not stand by tier or company warranty.Business response
03/06/2024
Vinyl plank flooring was installed in Mr. *******’s manufactured home in November 2022. Since then, Carpet One has visited the ********* on multiple occasions regarding items that were all addressed. Specifically, in June 2023, seven planks were replaced due to damage (peeling and chipping) caused by rolling chairs that are used in the home. Extra material was ordered and labor was provided at no charge as a courtesy to Mr. *******. Returned again in September 2023 for additional repairs for the same issue, again no charge. Mr. ******* was notified by Carpet One to use a protective mat under the rolling chairs as to protect the floor from damage as well as use appropriate protective material on all casters- this did not happen. The “peeling and chipping” of the vinyl plank are not warranted under manufacturer guidelines. The Mohawk manufacturer warranty is attached. Mr. ******* was advised that if the damage were to happen again due to lack of protection of the chairs or any furniture, he would be responsible for labor and material charges. Aside from the “peeling and chipping” issue, the substrate of the manufactured home is not level and is sagging causing the vinyl plank floor to also separate- this was confirmed by Carpet One’s installation manager in October 2023. This is also not covered under warranty as this is a site related problem.
Carpet One is willing to address chargeable repairs, once the issues mentioned above are addressed by Mr. *******. This includes leveling of the manufactured home.Thank you,
Carpet One
Customer response
03/18/2024
Carpet One never said anything about floor protectors during or when they came out for repairs. The only time they said anything is in this response. **** when he came out to look at floor never said anything about floor protectors. I am really discussed by their lie. This case is not closed.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.