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Business Profile

New Carpets

Carpet and Tile Mart

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Carpet and Tile Mart's headquarters and its corporate-owned locations. To view all corporate locations, see

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Carpet and Tile Mart has 17 locations, listed below.

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    Customer Complaints Summary

    • 21 total complaints in the last 3 years.
    • 5 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    • Initial Complaint

      Date:07/06/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I hired them to install a heated tile floor approx 600sq ft. It was close to $10,000 job. This was installed April 2019, within a few months around September the grout started chipping and cracking throughout the entire floor. From one side to the other random areas were affected. Called store the contractor came out told me it was bad grout and all needed to be replaced. Then heard nothing for months then Covid hit. Reconnected them March 2021 told me contractor nolonger works for them. Had to fight for them to come out, finally Install Manager came looked at it and told me not replacing all grout just lines chipping and cracking which he agreed was over 30% or more of floor. I told them unexceptable be told by contractor all needed replaced. Have not heard from them since.

      Business Response

      Date: 07/08/2022

      Re: ***** ****** Complaint

       

      For over 55 years we have strived to provide the best possible service, selection, and value to our customers.  We thank Mr. ****** for bringing his concerns to our attention and apologize that he is not happy with the installation of the grout.  Please note that we took the following actions.

      We did come and inspect the job to learn the grout concerns MR. ****** had..  We learned that after that inspection that the primary problem was isolated to the addition area of the installation.  

      Our store Manager sent several emails (which can be provided) and made several phone calls from June - September in 2021.  None of these attempts were successful, and he did not get any response from Mr. ******.  

      Our intention has always been to address Mr. ******'s concerns and apologize that this was not followed up with after our attempts in the summer of 2021.  

      Our position does remain the same.  We will repair ALL of the grout from the original installation.  We will use the latest technology of grout (Mapei Flexi-color, Acrylic grout) when we re grout Mr. ******'s floor.  This grout never has to be sealed, is incredibly flexible and the color is always true.  We just need Mr. ****** to make a color selection for this process to take place.  WE will continue to call, or Mr. ****** can call us at ************ *** *** *** **** ***** to get the repair scheduled.  

       

       

       

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