ComplaintsforPacific Coast Carpet Inc.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Pacific Coast Carpet installed luxury vinyl plank throughout my house (except 2 baths, laundry and a closet). Total cost of prep work and baseboards, plus additional fees like going to Walnut Creek, totaled $12,984.62 per 4/30/2021 final invoice after installation). On 10/7/2021 I contacted the company about a problem in one plank that is coming up/separating. I was told that the owner, *********************** wants the person who installed the flooring to come out. Due to that person's schedule, ************************* set a date of 11/2/2021. I sent an email on 11/1/2021 to confirm. When the installer did not show up, I spoke again to *************************. She apologized and rescheduled for the next day. The installer once again did not show up. Apparently, he did not come into the shop but went back to **************** I was then told that ******* would call me to reschedule. He did not. I sent an email to ***********************. He has not responded.Business response
12/03/2021
In response to complaint # ********We are scheduling your repair for Tuesday Dec7th between 8-9am. The installer coming is named*******, he will determine during that time if it is indeed a defective board or if it is a damaged board.If it is not defective there will be a minimum charge of $275 to do repair.Please note ****** from the BBB is cc'd on this emailCustomer response
12/03/2021
In response to your response, I will not pay for a repair. There was no mention of a charge when I contacted you 2 months ago. As you may recall, the floor required extensive preparation. It is possible that the problem/damage was caused by the floor prep.I have contacted Ronsun in *********** as the box indicates the planks are under warranty. They have indicated a willingness to follow up and send some one to inspect free of charge. I am working with them to send someone out the week of December 13, when I will be available. Please check the file you have on this job and send me a copy of the warranty. It was not included with the final invoice.
The plank(s) are damaged/defective. Otherwise, I would not have contacted you.Thank you,*******************************Business response
12/06/2021
In response to your response, I will not do a repair for free, unless it is an install issue. After seeing the picture its obvious you dropped something on the floor. This is not a defect. All floors can be damaged depending on what is dropped. At the time we finished , you did a visual inspection with the installer before he left and signed off on the job. You were very particular and if there was a damaged board by the slider you certainly would have noticed as it is in full sunlight there. Even if you didn't , it would not have taken you months to see it. I would recommend you get a manufacturers inspection as well.***********************Pacific Coast CarpetCustomer response
12/07/2021
Complaint: 16112370
I am rejecting this response because: the business assumed that I must have dropped something on the floor to cause the damage, without examining it. He noted that I had an opportunity to examine the floor after it was installed and would have noted the damage. I did not drop anything heavy on the floor. He seems to be making his assumption that the installer is not at fault, based on his assessment of my personality rather than examination of the floor.The damage is where two planks join, and is in the path of the sliding door to the backyard. I assume that the installer should have seen there was damage or irregularity where the planks joined and not installed them in a high traffic area. The problem developed in less than 6 months.
I have contacted the manufacturer and they indicated a willingness to inspect the floor to see if the problem is covered by warranty. I will try to schedule that inspection for next week.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.