ComplaintsforBob's Carpet and Flooring

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/4/24 ***'s Carpet installed carpet and padding in our living room. We had problems w/the installer who refused to remove the largest furniture pieces to stretch the carpet. He intended to install 1/2 the carpet, place the heavy furniture on the installed side then install the rest and try to stretch it. This clearly would not allow a full stretch. I had to argue with him to do it correctly which he reluctantly agreed to do. Several hours later after he finally left, we discovered the pad had fist sized lumps throughout the entire room. After arguing with the manager on the phone he came out and agreed it was very lumpy and told us it should have been checked for lumps before install but wasn't. We requested the pad be replaced with a better quality pad since we don't want the same issue again with the same substandard product. The pad is also very hard and clearly not the same soft cushiony pad as was installed on the floor of the store as was told to us. We stated that we would accept a $600 discount instead of replacing w/better pad if they would rather do that. He offered $140 discount or the SAME type of pad. After many time consuming phone calls, he said WE HAD TO PAY THEM $200 to install a quality pad and got combative when we told him no, accusing us of taking advantage of the situation and arguing that it's NOT disruptive/inconvenient for us. He then refused to provide a phone number to escalate the situation. My husband has taken 1/2 day off to meet and talk with him and would be required to take another day off for rip out/reinstall and we will have to endure the complete disruption and disarray involved in this. At this point we feel they should install the quality pad for free AND give a $300 discount; a fraction of the money lost due to additional missed work and having to endure managers belligerence. And apologize for the rudeness and disruption and extreme inconvenience their company has caused us by not providing a quality product as promised.

  Business response

  01/17/2024

  We apologize if the manager was argumentative with you.  There is no excuse!  We are very surprised that the installer refused to move furniture.  All of our installers are aware they move furniture unless its an item that is on our non-moveable/specialty items list.  Our store should have been notified at the time of install that the installer was refusing to move furniture and we would have solved this immediately.  In regards to the pad , the manager offered to replace the pad you chose and was on your sales contract with the exact pad at no cost.  He offered to upgrade the pad and you pay our cost or we leave the existing pad as is and refund you the cost of the pad. You refused all of the options.  Again, we apologize if the manager was rude and argumentative.  

  Customer response

  01/18/2024

   
  Complaint: 21139897
  
  I am rejecting this response because:

  As was stated in my detailed complaint the options the store has provided aren't sufficient for the following reasons:

  1) If we replace with the exact same pad, we will be at least somewhat likely to have the SAME problem again as it is obviously of substandard quality. We would like a QUALITY pad without the substantial risk that this will happen again.

  2) We should not have to PAY $200 EXTRA because ***'s Carpet installed a substandard product in our home PLUS Take ANOTHER day off work (not counting the 1/2 day off when manger came out to see the poor product) PLUS endure the disruption of having all of our furniture moved and our home being unusable for another day.

  3) The $140 offered to us INSTEAD of replacing the lumpy pad is ridiculous. Expecting us to pay over $2,000 for the privilege of living with a horrible defect in the materials you installed in our home (and we will have to live with indefinitely), is absurd.

  4) None of this addresses the fact that the install and follow up has been a nightmare and cost us a significant amount of time and money (in time off work) and inconvenience already. More time and money will be lost even if ***'s does the right thing and installs a product that will have no risk of being a lumpy mess. We expect some compensation for all the all the added time/money lost and huge inconvenience. 

  At this point it seems clear that you are being utterly unempathetic to the plight caused by your unwillingness to correct this huge mistake. I don't understand how ***'s would refuse to pay the $200 to make this right but instead would rather blame/insult us all the while telling us that this is NOT DISRUPTIVE to us, and that we are opportunists (we want the decent product we thought we were going to get at the time of purchase) AND INSISTING WE PAY YOU $200 to fix it. It seems clear you do not care about customer satisfaction, repeat business or your online and word of mouth reputation. Unbelievable.

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

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on 8/18 we ordered carpet to be installed in our condo living room, dining area and all halls. The cost was $7846.00. The carpet was installed in early September. The installers did a very poor job.Every seem is visible and the berber carpet appears to be different shades at some of the seems.I called the store on Manatee in ********* to complain and sent the manager pictures of my issues.He sent the installer back at which time I was told he did a good job and it was the nature of the carpet. The issue of different shade was explained as the carpet changed from one side to the other. I was not satisfied and call the manager back and asked him to come take a look. He has not been able to come and keeps telling me he will come next week. If this is a matter of the type of carpet the seem issue should have been explained to use at the time they took the order and another type of carpet should have been selected. Now we have to look at it everyday and they are not interested in our satisfaction.

  Business response

  11/20/2023

  We apologize for your frustrations with your carpet.  Our manager went out and inspected the carpet on Friday, November 17th.  He will be working with you to resolve this issue.  Again, we apologize and want to make you happy.

  Customer response

  11/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* Season

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had flooring installed throughout my condo. I had cracked tiles and mismatched colors,improper preparation of the sub flooring, improper installation of the patterns, and cupping of the tile. Complained, repeated attempts to fix, still problems. Spoke to *****************************, gm, asked for settlement amount. No return call for going on three weeks despite repeated messages left.

  Business response

  08/31/2023

  Hi ****,

  We have offered several times to make the repairs.  You decided to keep the floors in lieu of having them repaired.  We are giving you the new boxes of flooring that we ordered for ***********.  We sent you an email a week ago with a settlement offer.  We are waiting on your response.  

   

  Customer response

  09/01/2023

   
  Complaint: 20539379
  
  I am rejecting this response because:
  First, you have had numerous opportunities to correct the problems. Your attempts have been repeatedly unsuccessful. I did not agree to keep the floor I have decided not to continue with Bobs carpet but to replace it myself with reputable installers. Your email that *** said it is the Kitchen and foyer area is incorrect. The second bedroom and the living room are unacceptable as *** well knows and has acknowledged that there is cupping in the living room area and broken tile in the bedroom. As this is one area and would necessitate replacement of the whole floor, this is the settlement required. You settlement offer which did not include reimbursement for the incompetent installation, which you have admitted to me over the phone. You belief that I should have had to pay for this and not be reimbursed is insulting and unacceptable. To be clear to the BBB we have agreed to an abeyance on the matter due to the fact that my husband just suffered a heart attack. This does not mean that I will not respond to this complaint or that I have not instituted proceedings within a timely manner. If **** does not substantially change its position this matter will proceed to litigation, as I have been more that patient and spent substantial time and effort on this matter above and beyond that which should be required for a transaction of this nature. In addition, I will publicize the problems I have endured and warn others against dealing with this company in every and any way possible.
  Sincerely,
  
  *******************************

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had carpet installed 11-23-22, and before the install the installers broke my granite countertop that was leaning against the wall. I explained prior to the break that this can not be broken, and I will move it myself with my son. They did not listen and picked it up quickly and it broke into a bunch of peices. The manager ***** refused to pay for the granite. We had multiple conversations until he did agree to pay for it. I even had to reach out to corporate because ***** could not officially authorize the payment. I spoke with ******* with corporate on 12-22-22, and she agreed to send a check. Today is 1-24-23 and the check is still not sent. I am so very upset that this company can not stick to their commitment. I wish I could cancel my carpet payment until this matter is resolved. At this point, ******* should drive that check to me personally for the hassle. I do love my carpet though...

  Business response

  01/25/2023

  Although there is some discrepancy in the account of events between her version and our installer's version, we are paying for the granite top and installation.  The check was printed yesterday and will be available today for your husband to pick up as requested.

• Initial Complaint

  10/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/27/2002 Installers from Bobs Carpet while performing the installation stole the following items from our home:$387 in cash three - $100 bills, one - $50 bill, one - $20 bill, one - $10 bill, one - $5 bill, and two - $1 bills Brass Poker chip card protector (Popeye on one side, Eliminator on other) Sacagawea dollar Yellow Carnival Cruise chip 8 poker chips from (Carnival, *********, *******, ***********) I would like ***'s Carpet to refund the installation cost as well as compensate us for the items that were stolen.

  Business response

  10/31/2022

  ***'s is cooperating with the official investigation into this matter and looks forward to its ******************** is our understanding that the police are closing the investigation.  We are waiting for the official police report.

  Customer response

  10/31/2022

   
  Complaint: 18328541
  
  I am rejecting this response because:  Bobs Carpet needs to take responsibility for the third party vendors they engage for installations.  Restitution or a partial refund in the amount of our loss needs to be made.
  
  Sincerely,
  
  *******************

  Business response

  12/15/2022

  Business response taken verbally by BBB:

  The police investigation has been finished and found no evidence that the installers committed any crime.

  Customer response

  12/15/2022

   
  Complaint: 18328541
  
  I am rejecting this response because: Items from my home were stolen by their installers.  Please provide me with Bobs Carpet certificate of insurance and I will file a claim. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/08/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When special was quoted a price of $4.79 per square foot for installation and product that was not the price quoted add an additional $1,300 to the estimate with no explanation. They're doing a bait and switch with their customers and are adding additional charges that are not being disclosed at all

  Business response

  11/23/2021

  Business Response /* (1000, 5, 2021/11/08) */ We are very sorry that you are upset. When you came into our store we gave you a rough quote based on the information you provided the manager. When the manager went to your home to measure and take a look at your floor he found subfloor issues that would change the cost of installation. There would be a lot more prep work involved to install the floor correctly. This is what caused the price increase. There is no bait and switch. We will only install flooring the correct way.

*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. ↩