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Complaint Details
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Initial Complaint
06/26/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
My elderly neighbor had her outdoor carpet replaced on her front porch. The glue that was used came through the carpet and there are spots all over it. I recommended this company because they normally do great work but I know they changed hands. I have called and emailed several times and they have ghosted me. I cant get them to call me back or email me. Its really sad for my 96 year old neighbor. She does have the receipt. We just want them to fix it. I think they used cheap carpet and thats why it happened. There is also issues with how they cut it and lined it up. I think the ******* wasnt familiar with how to do this type of job but the owner wont even try and resolve it. I think the change of ownership happened during this time. Elderly people are on limited incomes but she was willing to pay for a good job.
Business response
06/30/2024
In May 2023 we painted **************** garage door, replaced trim,repaired a shed, and replace outdoor carpet.
**************** was assisted by her neighbor, *****************************. ********************** contacted us in June of 2023 to express concern about the carpet. Glue spots were visible on the carpet. Due to price concerns, **************** chose a lower grade carpet which costs 20-50% less than comparable options. Unfortunately, glue seeping through this carpet was not entirely expected. After internal discussions we concluded that if we replaced the carpet with the same carpet, similar spotting was likely to occur again. If we were to replace the carpet, a higher-grade carpet was recommended. It was my understanding this was discussed with **************** through ********************** in June 2023.
In reviewing our records however, I see that ********************** contacted us in October 2023 via telephone and left a message asking about the glue spots in the carpet. Due to changing phone systems I cannot confirm we returned that phone call. I did not find record of any communications with ********************** since October 2023.
Based on this October communication, as well as Ms. ******* complaint, it appears I was mistaken in my belief that the replacement options were explained to **********************. As part of our mission to provide quality and reliable services to seniors, we warranty our work for 1 year. Thus, replacing the carpet at no cost to *************** was always something we offered. Unfortunately,it does not appear this was clearly communicated to **********************.
We have already begun the process of scheduling the replacing the carpet. I regret that this replacement was not already completed through **********************, and will work to resolve the issue as quickly possible and to Ms. ******* satisfaction.
*******************
Owner and President. ********************************************************Customer response
07/03/2024
Better Business Bureau:Number One Son sent someone out today, July 3rd at 8:30am to look at the issue with the carpet. He said that someone would get back to us. According to the BBB rules, I need to respond within 3 calendar days from July 1st which is by tomorrow, July 4th which is a holiday so I am not sure if we will have any information by then. I at least wanted to respond to this message letting the BBB know that the business has communicated with us and we are waiting on their response. So I will say that I accept the business's response but I am not sure what it will be but according to what I read if I don't respond one way or the other the complaint is considered resolved. I hope this is the proper way to respond to this complaint. Thank you for all your help with this issue. It is very much appreciated.
Sincerely,
*****************************
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1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.