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ComplaintsforCoastal Carpet & Tile Carpet One
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Spoke with Rick one of the Coastal Tile Owners and he indicated that they were going to issue a payment for the drain repair. As of today we have not received payment and keep getting the run around. We had several tiles that were lipped and they repair some of them. There are two they having come back to repair. Very frustrating, thought Rick was going to take care of this quickly and issue the refund. Now we are getting no response.Business response
06/12/2024
All repairs were finished. Check was mailed to the condo not his personal address. We did not have that information. That was communicated to him. He cashed the check on 5-29-2024.Initial Complaint
10/26/2023
- Complaint Type:
- Product Issues
- Status:
- Unresolved
June 2nd Coastal Carpet & Tile Carpet One (In Destin, FL) was hired to install a carpet that I purchased through them with the help of the sales rep 'Laura Lee'. Both Laura Lee and the installer came to my house to look at the project and assured my family the carpet would look 'amazing'. After the installer came over, Carpet 1 raised the install price by $500 (notice the two different invoices) to ensure it will be perfect due to the complexity of the job. The day he started, he told me he has never carpeted stairs before, and this was his last day on the job! He also told me that I will need to hire a carpenter to 'trim out' the stairs due to the fraying! When I brought this to the attention of the sales rep, Laura Lee, she came to my house and told me that she took responsibility and assured me that Coastal Carpet & Tile Carpet One would replace the carpet free of charge. The owner, Rick has refused to do so. When I reached out to Stanton Carpet (the manufacturer), they voided the warranty because the install was not correct. Ray Davis is the quality control at Stanton (see emails). Ray offered a discount to Coastal Carpet & Tile Carpet One as a way to help. Coastal Carpet & Tile Carpet One offered me a wholesale price towards a new carpet plus I'll need to pay for the install cost if I want to move forward replacing this. I believe I deserve a full refund as I did not receive the warranted carpet free of frays as I was purchased. The carpet looks like trash due to incorrect installation (bonding is required by the manufacturer - and was never even discussed at all with me) and is not 'looking amazing' as promised.Business response
11/08/2023
********* ******* came into the store after the carpet was installed on her steps stating that in her
opinion, they were not done correctly and they were unraveling at the edges at which time I told her I
would go and look at the problem. She said that she had been in my store 50 plus times.
Before going to the house Lisa, one of our most experienced sales reps informed me that she
had talked with Christine most of the times when she had come in and had told her that if she wanted this
particular product the only way to prevent raveling was to have the edges bound.
On her next visit she spoke with a different salesperson instead if Lisa. She worked with Laura
Leigh who had no knowledge of any previous discussions that she had with Lisa. She then completed the
sale with Laura Leigh using the carpet she was warned against using on stairs.
On my inspection of the job the, I found that the carpet was installed expertly, though because of
the style of carpet there was some evidence of raveling at some of the edges. I explained to her that the
only way to stop the raveling was for it to be bound because it was a woven carpet. This style of carpet
fabric is a lot like a sweater that is cut, it will eventually show signs of raveling. She replied that no one
had informed her of that.
I was then curious as to why she dealt with Laura Lee instead of her original store visits with Lisa
since she had talked to her first. She said she thought they were the same person. There is no way
possible to mistake one for the other, but this point can be argued all day.
When we next spoke, I suggested that she could come pick out new carpet and we would split
the cost of the replacement carpet and labor 50/50. She became angry about the offer and said she
would have me talk to her husband.
Mr. ******* seemed very understanding so I asked him call me to insure I was available to assist
him pick out a new carpet when he visited next. Unfortunately, he came to the store without calling me
beforehand and ended up working with Lisa. Though he was upset that I was not there, he took two
samples home with him. He returned a few days later and pronounced that he could not find anything in
our showroom. I reiterated my offer split the replacement carpet and labor at my cost. Whereupon he
stated that they did nothing wrong and that deal would not work. I asked him what he wanted and his
response was that he wanted a FULL REFUND and that they would go somewhere else. I explained to
him that that was not possible.
He said he had a problem with another store, Carpet One in Fort Walton Beach as well with a
purchase of some LVT, but he chose not to pursue any relief, but with us he said he would do everything
he could to get his refund. Maybe because we are both Carpet One stores, he felt that this is how he can
recover any damages, but we are independently owned and operated.
He then called the manufacturer and told them the carpet was bad. He called them so much they
told me they would credit my cost back to the job. He then called our Carpet One headquarters to
complain, to no avail. I called him and left a message that the manufacturer said they would credit the
cost of the carpet which would reduce the cost of replacement. To this date he has not returned my calls.
I am disappointed that he has taken this path and does not reply to any attempts to resolve the
issue. I wonder if he paid another store to replace the LVT he mentioned he had problems with. At this
point it seems that he merely wants a free carpet.Rick Owens
Vice President
Coastal Carpet & Tile Carpet OneCustomer response
11/13/2023
Complaint: 20785196
I am rejecting this response because: The story is a lie. My wife never spoke with this Lisa woman. Perhaps Rick is mixing up my wife with another woman. The sales woman came and inspected the job before hand. She also sent the installer to my house a few days later to inspect the job. After the installer's visit, the saleswoman updated the invoice and charged $500 more in installation fees to ensure a perfect professional installation job. We didn't hesitate and agreed to the increase and the final job was far less than professional, but defective. The warranty was voided by the manufacturer and the Carpet One Guarantee was denied as well, both for improper installation. No mention of binding the carpet ever took place, and I would have paid ANOTHER $500 to do so if that was an option I was made aware of by the so called professionals.
Sincerely,
****** ****
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.