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Complaint Details
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Initial Complaint
06/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased carpet from this business in 2017 with full warranty coverage. Subsequent to the carpet installation, I noticed that there was a defect in workmanship in the carpet which I brought to the attention of Hester's. I was given the option of replacing the carpet or receiving a price adjustment. I was promised in writing that either option would preserve my full warranty coverage. I chose the price adjustment. In 2022, I spilled some liquid on the carpet causing stains. I had the carpet professionally cleaned and the stain remained. I contacted Hester's. ****** came and attempted to remove the stains. It was not successful. I was told that Hester's would submit a claim to the carpet ****. I was subsequently told that my warranty claim was denied by the **** because I had already submitted a warranty claim in 2017. Hester's had no good explanation why they told me the warranty remained valid when the **** stated it was not. This business should have known what the impact of the warranty claim from 2017 was. If that had told me that I would not be able to submit another claim I would have had the carpet replaced. Although I cannot prove it, I suspect that the **** paid Hester's for a replacement and Hester's kept the difference between what they adjusted to me and the full amount of the carpet. I am willing to have an installer come out and repair the carpet at no expense to me. Hester's has assured me that they are going to do that but I am tired of waiting. I will not do business with this company again as I feel I was lied to by Hester's when I paid top dollar for their product. If the repair does not work, I am expecting Hester's to make good on their promise and replace the carpet at their expense. Thanks.Business response
06/09/2022
We are going to the customer's home on Tuesday, Jun 14th to repair the carpet
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Contact Information
3220 US Highway 1 S
Saint Augustine, FL 32086-6494
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.