ComplaintsforBig Foot Carpets

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We did a large job with Bigfoot Carpet in ***** in 2021. *** stopped in one time to discuss how dissatisfied we were. The owner was rude and dismissive. During that visit when *** asked for a copy of the invoice the owner told him they didn't keep them on file and we were given a copy. WHAT?!?!? Lies. In November I called several times to try and discuss the issues. In December they finally showed up after I called several days in a row and put a bad review on-line. Suffice it to say customer service was horrible, follow through and corrections non-existent, installation quality was awful, rude employees, carpet not properly cut around floor vents so if closed the air is forced UNDER the carpet - when brought up they said it was "fine" so I trimmed it myself and it is no longer a problem, installers who throw carpet and flooring (new and old) pieces in the ducting and owners who don't care. In fact, when the owners showed up they tried to pass issues off as normal or non-issues. The owners said the plank installer can come by someday after finishing a job, but won't give us advanced notice except for once and then the guy didn't show up. The owners were to get back to us regarding issues with the carpet. No follow-up regarding the carpet issues. Since then they have called two other times and say "he can come now", but *** works and I care for sick family members. We've paid for job and should be scheduled for the necessary work required. Not treated like an afterthought. That won't work and it is NOT good customer service. DO NOT waste your money at Bigfoot Carpet in *****. Note: I did alter the on-line review after they left, as the owners made mention of the review and I felt it was the only possible way to get satisfaction regarding our issues. I made an error in judgement in editing the review and it proved futile in obtaining reparations for what we are complaining about.

  Business response

  05/02/2022

  I don't even know where to start with this customer, what a nightmare. I'll keep it short and simple. The first complaint she had was that the installer had covered her floor vent. I personally went out to the job and on inspection informed her that there was nothing wrong with the carpet and that she just needed to open the vent. ???, Her second complaint was that her carpet was flawed because it was stained. We filed a claim with the manufacturer, and they sent out an independent inspector who said that there was no problem with the carpet it just needed a better cleaning. The stains where do f**** and vomit. Her third complaint was a 1/8 separation in one of the vinyl planks in a hallway. This complaint was very minor but legitimate. We have attempted to go out and make the quick repair, but for some reason she is never available. I have left several messages and have attempted numerous times to schedule the repair. The last contact we had was that she would call us back. That was the last we have heard from her.

   

  
  

  Customer response

  05/02/2022

  I am rejecting this response because: They are the nightmare.  We have stopped in and called.  It is not my fault if their staff doesn't pass on messages.  The vent issue he mentioned was due to the fact their installer did not cut the carpet correctly for the vent opening, thus allowing air underneath the  carpet.  Vents DO NOT HAVE TO BE opened in order for airflow NOT TO go under the carpet.  We PAID a LEGITIMATE company to repair what Bigfoot Carpet couldn't do correctly.  His statement is a bald-faced inaccurate one.  Typical of this guy and this company.  The legitimate separation he mentioned is legitimate as he said, but he felt the need to mention it was only 1/8".  Why?  When I asked him who would repair the paint on the baseboards and caulking where the baseboards and walls meet his response to me was, "You're already looking for trouble!"  No, I know this company and know it needs to be spelled out clearly.  There are several baseboards that will need to be removed to  fix the separation.  I want it done correctly and do not trust Bigfoot Carpet to do so.  They are an awful bunch of people, liars, cheats and thieves.  The carpet stains are now being handled by me directly with the manufacturer.  Bigfoot has been cut out of this portion of trying to fix the **** THEY CREATED.  Nightmare?  Me?  Because I want them to stand behind their products and installation?  Because I got upset when it took over 2 1/2 weeks to get any action when there was a problem?  Because it still isn't right?  This is how Bigfoot Carpet handles business.  Blame the customer and not do their job.  
  

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