ComplaintsforAbbey Carpet of Petaluma

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Abbey Carpets to lightly sand my hardwood floors as we were putting our house on the market to sell and we were updating the entire house. They were to restain the floors after lightly sanding out the scratches, with an emphasis on the boards closest to the sliding glass windows in the kitchen. The sales rep **** said the work was done, and since they installed the new carpets without issue, I paid them before inspecting the work as they said we had to wait 3-5 days until the floors dried to walk on them. When I checked on the floors, not only was the work not done, they only stained approximately twenty boards and it doesn't appear to have been sanded anywhere. Scratches are everywhere, and the few boards they stained look terrible. They charged me $7,000. When I called ****, he inspected the work and said it was fine and it was too bad if I didn't agree with him. I tried to contact the owner, only to hear back from *****, the store manager, who claimed he was on vacation and the owner was out with a family emergency. ***** said he would get back to me in a day. Three days later, I told ************ was filing a chargeback on my credit card because of the lack of response. The rude manager texted me instead of calling me and told me to read my contract. They are ripping me off. My house is under contract now to sell. I have to give the buyers full credit for replacing the floors because Abbey ruined them and they were not that bad before they touched them. Now they are terrible. It's the only thing wrong with my house. I want my money back from Abbey. They did not do the work as contracted and I will file a chargeback if filing a complaint with you doesn't help.

  Business response

  08/09/2024

  Abbey Carpet & Floors acknowledges your dissatisfaction with the refinishing of your floor.  We apologize that you have not had a satisfactory experience with this portion of your project, especially during the sale of your house.  At the same time, we appreciate the great Yelp review that you posted on 7/18/24 referencing the fantastic service you received and know that the carpet installation was without issue.
  
   
  
  Abbey Carpet & Floors takes great pride in giving exceptional customer service with top notch flooring materials and installation. ****, our salesperson communicated with you that the veneer was very thin and only a light sand and stain could be performed.  THIS WILL VISUALLY TAKE CARE OF ALL HAIRLINE SCRATCHES AND DISCOLORATION NEAR THE SLIDING GLASS DOORS. LARGE GOUGES WILL BE DEALT WITH TO THE BEST OF OUR ABILITIES BUT CANNOT BE ENTIRELY SALVAGED.
  
   
  
  Our office contacted and left a message to set up a time for our owner, *********************** to come to the property to assess the situation, however we did not hear back from the customer to coordinate this.  Unfortunately, timing was slightly delayed in having the owner assess because he was tending to a family emergency simultaneously and was out of town.  The salesperson assessed the issue in the interim. There was never a guarantee to eliminate all discrepancies with your floor, due to the age, wear and thin veneer.  We apologize that the end result was not to your satisfaction and the expectation was not clearly communicated as to what the reality of the outcome was likely to be.

  Customer response

  08/09/2024

   
  Complaint: 22053165
  
  I am rejecting this response because:
  

  On Monday, July 29th, their store manager ***** texted me that he wanted to meet at my house to see my issue. I said it was too late to fix it now, I was under contract to sell my home, and I gave the buyer a $7,000 credit for the damaged floors. I asked Abbey Carpets to do this sooner but they decided to wait 10 days to even address the issue. I still have not heard from their supposed owner whom I requested to call me both in writing and via a message. Their store manager ***** was unhappy and demanded I send him my sales contract, proving I gave the buyer credit. I sent him a letter from my realtor stating we issued the credit. My realtor even called ***** to send him further documentation and ***** was defensive, rude, and demanded more information. Like what does their terrible work have to do with my contract for my home? ***** also agreed to meet me at the house at 1 pm but failed to show up and did not bother to contact me, he just did not show up nor has he called me back.

  I have uploaded pictures to you showing scratches everywhere. They elminated no small scratches and per my contract it was to be ALL small scratches, and they left stain on my floors without staining them properly, making them worse, not better. I want my money back because they did not do the work as contracted. 

  While I did contract with them to install my carpets, which were great, this was a complete miss and instead of handling it, offering ot fix it properly, they are rude/hostle and did not bother showing up to meet me to resolve it. I want my money back.

   

   

   

   

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

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