ComplaintsforFlooring America

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased tile and installation services from Carpet One. Scope was to replace nearly all tile on the first floor of our home. Carpet One was to address all demo of the old tile, prep for the new tile, and installation of the tile/grout. We were assured that our home would be returned the way it was prior to the project beginning. Since then it has been nothing but issues, none of which were properly addressed. We are seeking payment in the amount of $11,000 for damage caused, loss of the use areas of our home due to their negligence, and the time we've spent trying to get to resolution. Details are below for understanding. -Brand new beverage fridge doors scratched. Doors are no longer available for replacement, fridge's must be replaced @ $2500 each. Claim submitted June 2023. -Damage to walls & baseboards. Assured this would fixed by Carpet One following installation, installers would not resolve and we've had to fix. @ $1000 -Loss of use. The tile installed in our bar area was installed without the agreed upon underlayment. The grout installed was incorrect. The initial fix required us to allow a disgruntled installer into our home to give him a chance to remedy the issue. He scratched nearly all the glossy tile, not resolved. We were told the scratched tiles could be removed and replaced without tearing up the floor, the next installer refused and said it wasn't possible to do and have a level floor. Next, they ripped out all the tile in the bar and lied about the timeline to get that fixed. It took over three months to resolve. Over the course of the project we lost the use of this area and our dining room for four months having to forgo corporate events we committed to during this time as well as guest visits. Compensation is required. We haven't heard one word from this business since the last installation; the manager who committed to make it right nor the owner who never bothered to get involved despite being contacted many times.

  Business response

  11/15/2023

  The customer purchased tile with installation services.  The products were tiles from the same collection but with two different coordinating colors and were to be completed in different phases per the customer’s request.  The incorrect grout color was used in Phase Two of the project and was acknowledged.  The installer was allowed the opportunity to remove the grout with hopes of not damaging the already installed tile.  Due to the high gloss of the tile, this was not possible, and the tile was scratched.  It was then deemed that removing the damaged tiles and replacing them would not be possible either.  We removed and re-ordered the tile for the bar area.  It was unfortunate that the tile was on its way from Spain and would be delayed arriving in the US.  We provided an option of a different size tile in the same color that was in stock, but the customer preferred to wait on his original selection.  The customer was placed in a group text message with the manufacturer in order to be transparent as to the estimated arrival date of the tile.  The conversation flow of the text message was factual regarding dates and once the material was received customer was scheduled for installation.  It has been approximately two months since the project has been completed with no notification of dissatisfaction, and on Nov. 13th, a review was placed online by someone other than ***** **** who is listed on all of our documents as our customer.  We reached out to him since he was the only incorrect grout color job we had this year and we asked, “Did we get everything taken care of for you?”  His comment “Floors are all good – look nice – the fridge doors and claims are outstanding – as that was waiting until everything was done”.  We advised, “I want to take care of it today.  Do you have a bill for the repair?”  The customer replied “Nope – as the doors are not available anymore – so I would need to buy the whole new units – and didn’t worry about it post our last conversation on the topic”.   Note that the Sales Manager was in communication and very capable of navigating concerns with the customer throughout the process and escalation to owner involvement was not indicated.  We have tried to contact ***** **** since the complaint was filed with the BBB and we were notified about the complaint on Nov. 14th.  

  Customer response

  11/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: it is wildly inaccurate and misrepresented.  It remains clear that Carpet One lacks the ability to manage details, accurate communications, and provide appropriate responses.  Explaining away with hap hazard details containing inaccurate information and essentially blaming the consumer seems to be the practice here.  It has been WILDLY apparent to **** how dissatisfied I have been throughout this process having multiple issues that were attempted to be addressed BEFORE the project started with our sales person AND their installation manager.  Please review the attached document for details regarding the inaccuracies with their response.    

  Regards,

  ***** ****

  Business response

  11/21/2023

  I've reached out to the customer to schedule an appointment with them at their home.

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