Complaints

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our floors installed the week of November 7th, 2022 by California Carpet. The project took 5 days to complete and we were closed, losing $100k in revenue. The floors began showing unusual wear within the 2-year warranty advertised on their website and in their contract. We reported that there were issues with our flooring on November 11th, 2023. The cause for unusual wear is due to the floors being installed without proper sealant. The manufacturer requires a polyurethane sealant which the company neglected to apply or recommend. California Carpet has attempted to place the blame on us for improper care. They have attempted to buff off the top layer of the flooring in 2 of our 14 treatment rooms yet there was no improvement in the quality of the flooring after this. At this point, our floors are continuing to deteriorate and California Carpet is not standing behind their 2-year warranty. We paid approximately $62,410 for the flooring installation and we would like for floors to be reinstalled properly per their warranty.

  

  Business response

  07/26/2024

  Hello.  We are very aware of this situation and have been working with the client for some time toward resolution.  We have agreed that we did not seal the cork floors upon installation.  We have been to the installation site many times and have seen that the customer has not taken proper care of their cork floors.  They were provided care instructions during the selection process and have ignored them.  They have been using a long haired mop with far too much water on the floors since installation, thereby damaging the floors with excessive water (the proper procedure involves no water, only Bona cleaner).  They have also used improper mats on the floor, thereby holding water under the mat and damaging the cork floors.  

  We have taken responsibility for not sealing the floors but the client also needs to take responsibility for not treating their floors properly. 

  As recommended by the flooring manufacturer, we have offered to buff and seal coat the floor at no cost to the client.  We have already performed this procedure on 2 rooms with success and are prepared to do the same on the rest of the floors, when they are ready.  

  Customer response

  07/30/2024

   
  Complaint: 21966019
  
  I am rejecting this response because: Please see the attached
  We have been both corresponding and meeting with California Carpet and despite their message, it has been an ongoing issue since November 2023 with no resolution. California Carpet has agreed to replace our two rooms with the materials we provided in two weeks. This will require us to close for five business mornings and have two rooms out of service for at least five days. They also offered to sand down the remaining 12 rooms with no confirmed dates. However, this process will take weeks as they can only do two rooms at a time and it would also take five days per two rooms. If the sanding results are not satisfactory, we will also need them to replace the flooring, and they will need to reimburse us for the loss of business.The floors that they sanded did not turn out well. I am attaching photos of the finished product, in which you can still see ripples, discoloration, and buckling at the seams, and overall not what we had paid to install. We are using the recommended cleaning tools that the manufacturer recommended as well as the correct cleaning product. Regardless of our careful cleaning procedures, following manufacturer instructions, our floors were not sealed properly to begin with and this fact is the root of all our issues. As mentioned, the remedy that California Carpet has attempted was unsuccessful and we reject the resolution that they have proposed. As a business with high integrity, we aim to deliver the highest quality product in a facility that demonstrates our attention to detail. The current condition of our floors falls far below our expectations and we are incredibly disappointed with the lack of integrity California Carpet has demonstrated with this issue. We expect California Carpet to reinstall the flooring correctly in all areas to remedy this issue. Should California Carpet not wish to correct the root of the issue and take responsibility, we will find no other option than to pursue legal action seeking reimbursement for a future floor installation and business lost during multiple closures including installation downtime,  attempted repair downtime, and future closure time to reinstall the flooring we had been promised by California Carpet.
  Sincerely,
  
  ***********************

  Customer response

  07/30/2024

  Please see the attached

  This was also originally supposed to be included. Thank you!

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  California Carpet was supposed to install flooring for ** on 12/27/22 at *******************************************************************. A security deposit of $1888.00 was paid on December 13. On 12/28/22, it was determined by both parties that the job would be canceled because the quote was incorrect. On 12/28/22, California Carpet (*****) acknowledged that they would refund the credit card that paid for the security deposit. Since then, the company has failed to refund the security deposit. They have given multiple excuses and have lied about status of the refund. California Carpet is failing to meet the standards of the BBB because they have FAILED TO: build trust, be honest, tell the truth, be transparent, and honor promises. BBB should consider revoking their A+status.

  

  Business response

  04/18/2023

  I believe ************* is the sister of ********************* and the one who was paying for the project.

  see response in the attachment 

   

  Customer response

  04/19/2023

   
  Complaint: 19632262
  
  I am rejecting this response because the vendor made false statements. I responded to them directly in red text in the attached document. Also attached is evidence supporting my dispute. The company continues to lie about the situation and delays refunding my security deposit. They have not acted in an honest manner over the last four months. I expect my security deposit to be refunded in its entirety as their sales person indicated in December 2022. 
  
  Sincerely,
  
  *************

  Customer response

  04/24/2023

  Please see the attached

  Customer response

  04/24/2023

  Please see the attached

  Thanks, please see the attached document to add to my file. I also faxed it in earlier today (just in case there is confusion!). 

  
  Kind regards, 

  
  Keri

  

  Business response

  05/01/2023

  Please see the attached.

   

  Please consider this our offer to her.  Once we hear that this is resolved on your side, we will send the check.  Her cashing the check will be considered final resolution on this issue. 

  
  Kind regards.
  

  Customer response

  05/01/2023

  Please see the attached

  In my last response to the business, I challenged their amount because they cannot explain why they are deducting so much from the original deposit of $1888.00. They have not responded directly to that request for additional explanation.

  
  Secondly, I have attached a second confirmation from their sales manager stating they would refund me 100% back in January 2023. 

  
  The company continues to promise to refund 100% and they do not follow through which has resulted in numerous exchanges with the company. They are avoiding the situation which is why I needed to involve BBB. I hope you consider this as a failure to meet the BBB principles.

  
  Please let me know if I need to upload any of this information online as well.

  
  Thank you for your time. 

  
  Regards, 

  
  Keri

  

  Business response

  05/08/2023

  Checking back in.  If our offer has been accepted, we would like to send the check. 

  ****

  Customer response

  05/08/2023

   
  Complaint: 19632262
  
  I am rejecting this response because in my last response to the business, I challenged their amount because they cannot explain why they are deducting so much from the original deposit of $1888.00. They have not responded directly to that request for additional explanation and they are keeping money that was meant for labor as the cost of the materials was not $1888.00 according to the purchase order provided. 

  Secondly, I have attached a second confirmation from their sales manager, ***, stating they would refund me 100% back in January 2023. Both ***** and *** said I would be 100% refunded. 
  
  Sincerely,
  
  *************

  

  Business response

  05/09/2023

  Final Response -Please see the attached

   

  Customer response

  05/11/2023

  I do not accept their offer. I will escalate this to the ********** of ******** Affairs if they do not refund me at least $1500.

• Initial Complaint

  06/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Carpet and vinyl flooring was installed in three locations in our house in the Fall of 2021,: 1) carpet in the downstairs bedroom and 2) carpet on the stairway leading from upstairs to the downstairs, and 3) vinyl flooring in the downstairs den. We have no issue with the vinyl installation. While the carpet was sold to us as stainproof, however, stains and spotting appeared on both carpets in short order.Following repeated complaints to California Carpet, an independent contractor was hired to assess the situation of the carpet. The independent contractor report (included in the documentation) was riddled with inaccurate information; even basic information such as the installation period and the location of the carpet. On this incorrect assessment, CA Carpet told us to make a claim to the carpet manufacturer. We refuse to do so feeling that the manufacturer claim will be based on a false assessment.Instead, we require a new, and accurate, assessment be conducted, or in the absence of that, a full refund of all money paid to date, as well as the removal of any further debt obligations.We ask this so that we can go to a different carpet company and get a fair and accurate installation of a quality product.More detail and an accompanying timeline and further documentation is also included as attachement.

  

  Business response

  08/26/2022

  See attached paperwork for response from business 

*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. ↩