ComplaintsforTaylor Carpet One, Inc

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SIGNED CONTRACT WAS NEVER HONORED. BATHROOM CARPET WAS NEVER INSTALLED PER WRITTEN CONTRACT. CARPET THAT WAS INSTALLED IN OTHER ROOMS IS BUCKLING AND WRINKLING DUE TO IMPROPER INSTALLATION. CONTACTED TAYLOR CARPET SEVERAL TIMES AND WAS PROMISED RESOLUTION. ANOTHER BROKEN PROMISE. TAYLOR CARPET HAS IGNORED THE ENTIRE SITUATION. ILLNESS HAS DELAYED MY ATTEMPTS TO CONTINUE EFFORTS OF REACHING AND FOLLOWING UP WITH TAYLOR CARPET OWNER **** TAYLOR.

  Business response

  03/02/2024

  To whom it may concern,

  ************************* purchased carpet for a living room, dining room, hall, and bath from ** on November 3, 2022.  When we went to install the carpet, we found an unforeseen condition in the bath where the tack strips were coming up with the old carpet when it was being taken up and that the original carpet was installed over existing ceramic tile.  When we went to install the tack strip, which is typically done by drilling through the ceramic, the homeowner stopped us and did not want us drilling the through the ceramic.  They requested that we glue it, which is an acceptable method, but does require additional trips to complete the work.  The additional trips as well as the adhesive to glue the tack strip are both a chargeable service since this was caused by an existing unforeseen condition.  For whatever reason they did not want to pay the additional cost and the scheduling to complete the bath was put on hold.  The rest of the job was completed the first day we were there.  We attempted to reach the customer several times about finishing the bath unsuccessfully. The first we heard of this in months came from a negative review posted by someone other than ****************, as well as this BBB complaint.  We immediately reached out to **************** and scheduled to complete the bath and correct any issues they were having.  We also decided to absorb all additional cost that would be incurred for the additional trips to complete this job.  On February 28, 2024, we completed everything, and our service department reached out to the customer and were told everything was complete and they were happy.  We believe this to be a completed job and closed matter.  Please advise if you have any questions or need any further information.  

  Customer response

  03/06/2024

   
  Complaint: 21304990
  
  I am rejecting this response because:

  ***************************** response is not factual.

  PLEASE SEE MY ATTACHED LETTER 
  
  Sincerely,
  
  *********************************

  Business response

  03/08/2024

  To whom it may concern,

  We are not going to get into a back and forth on this as the customers understanding of what happened is much different than we experienced.  The tack strip coming up in the bathroom could not have been known until the carpet was taken up, which was at the time of installation and at that time it was learned that the tack strip came up with the carpet and were either not properly adhered to the tile, or the adhesive let loose from age.  This is a completely unforeseen situation and is absolutely chargeable since our standard procedure when there is existing carpet down is to re-use the existing tack strip.  She also states that ******* called to schedule the installation and still has the voicemail, but obviously never called back to schedule. The job has since been completed including the bathroom, gluing the tack strip, and restretching the carpet.  We do apologize for any attitude that came from the original installer as this is not his typical demeanor and does do very good work.  ******************* has emailed this customer several times asking for better pictures and description of what she claims the installer damaged on her kitchen floor.  Once we receive these, we will evaluate if it was caused by us and if so get it taken care of as soon as they will permit us to do so.  It should also be noted again, that ********************* called them the day the carpet work was finished and they said everything was done to their satisfaction and nothing was mentioned about any other issues.  We stand ready, willing, and able to complete any repairs that we created.  This will be our last response on this format to this as we are not going to participate in a back and forth dispute that will serve no purpose to either party.  Please feel free to call our offices should there be any further questions that we can assist with.  

  Thank you!  

  Customer response

  03/20/2024

   
  Complaint: 21304990
  
  I am rejecting this response because:

  Our understanding of what occurred is fact.  We both were present during all of it.  The response provided by Carpet One is not factual and has been provided by a Carpet One employee who was not involved and did not "first hand" witness any of it, and therefore could not provide actual facts.  Their last response indicated damage to our "kitchen floor" which is totally inaccurate.  The damage was done to our "foyer" tile.  Just another indication that the employee providing responses is not able to address the ordeal in a professional and attentive manner. 

  The entire ordeal needs to be personally discussed with owners **** and ****** Taylor by the two customers who actually experienced what happened.  The actual truth needs to be told.  We have made numerous attempts to reach either **** or ****** Taylor.  The information we are willing to provide would be very beneficial in alerting them of how their clients are being treated and the tarnishment of the Taylor Carpet One reputation.

  So once again, we are requesting to speak directly to **** or ****** Taylor personally.

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

• Initial Complaint

  04/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  please see attached complaint form completed by the customer.

  Business response

  04/15/2022

  We are in receipt of your letter dated April 5, 2022. The *******'s purchased carpet from Taylor Carpet One on March 3, 2020 and it was ordered, received, and installed. Prior to the receipt of your letter, Taylor Carpet One had requested the manufacturer order an independent inspection of the carpet to determine if there are any manufacturing defects. We received approval yesterday for the inspection, so the manufacturer will be reaching out to the *******'s to schedule this. Until this inspection is done, we will hold off on any further explanations. It should be noted that the maintenance of the carpet is the responsibility of the consumer and unfortunately they did not maintain it according to the terms of the warranty and therefore voided their warranty. Because of our relationship with the supplier, they have made an exception to have it inspected. At this time, we will await the inspection and findings of that inspection.
  Thank you!

  Business response

  06/07/2022

  This is our final response as it is getting repetitive. We do not maintain customer's products and this is a site related issue determined by independent inspectors. There is nothing further at this time that we can offer that will result in any changes to the determinations.

  Customer response

  06/14/2022

  My understanding is that BBB will publish the complaint but does not get involved in attempting to resolve the dispute other than giving the parties a forum to state their cases and attempt to resolve things between them. Unfortunately this has not worked. Thanks to BBB for your attempts to resolve this by providing both parties an opportunity to settle between themselves.
  We will look resources that may assist us.
  Thank you
  *** and ***** *******

• Initial Complaint

  01/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Dec 14, 2021 my carpet was installed and when I walked on it, I immediately knew that it was not the carpet that I ordered (I ordered the same carpet 2 years prior). I understand that the color did not match exactly (not the same lot), but the quality was subpar, to say the least. The installer also agreed that it was not the same carpet and he took samples back with him. I immediately received a call from the installer side (probably a subcontractor) and they reached out to my sales person, Elizabeth. I received a call a bit later from Elizabeth and I was told that they ordered the same carpet, that it was the manufacture. So basically it sounds like it is not their problem. They received the samples from the installers and gave them to the Karastan salesman and he was sending it in for testing. I was told this would take two weeks. Elizabeth sent me an email on 12/28/21 stating that she was following up with service department about the carpet testing. Another two weeks went by with no word for anyone, so on Jan 10th, I sent Elizabeth an email asking for an update, she responded the next day that she is checking. Here it is a month later and I still have carpet I did not purchase and my issue is not resolved. I ordered Karastan's Tranquil Shades (not cheap) and received carpet that I would put in in a rental unit.

  Business response

  02/09/2022

  Business Response /* (1000, 5, 2022/01/19) */ Please be advised that the customer was given a monetary allowance of $500.00 in lieu of replacing their carpet which they accepted. It is our understanding that the issue has been resolved. The material ordered was the same style, and color as previously purchased. The original carpet was purchased two years earlier. We did send the carpet for testing and it took longer than expected due to the current COVID outbreak and our claims analyst being out due to this illness. We were on top of this and were pushing our supplier for answers. We have since learned that the manufacturing process changed slightly and a half of a twist of the yarn additional was added to the process which without our knowledge made it appear different than what they purchased two years ago. The quality was the same as well as the style and color were the same. In fact they did receive exactly what was contracted from us to supply. Also, we never guarantee a carpet will match exactly after two years because of the material coming from different production runs and the possibility of raw material charges and equipment changes. It should also be noted that we do not manufacture the product and therefore when there are technical questions, we have to rely on the manufacturer to get us the answers. We offered the customer an option to reselect another carpet and replace what was installed or a monetary allowance to keep the carpet installed. They chose the monetary allowance. We understand they wanted answers quickly, but we were relying on a supplier to get us answers and this simply takes time. At this point we believe that we handled this professionally and in as timely of a manner as was possible. It is always our desire to make each and every customer completely satisfied. If there is anything further that we can do, please feel free to contact us. Thank you!!!

*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. ↩