Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I entered an agreement for carpet installation services for $6,280 with this company, in particular *************************************, at the end of July 2023. ***** required $3,140 up front for the job. We were told the carpets were custom-ordered, typically arriving in 1-2 weeks, and installed shortly thereafter; that'd be around the middle of August, in time for our move-in. However, within days we were informed of a delay on the carpets we chose. We agreed to make another selection that might arrive sooner. We picked our second choice, and were told the carpets would arrive by 8/25. We never got updates from this group, unless by following up ourselves; typically it took a few days before we'd hear anything back at all.We moved in, with parts of the home still unable to be used; we couldn't even sleep in our bedroom yet. 8/25 approached, and we learned of another delay, with no reason or proof offered. Now it would be 8/31, and "hopefully the last delay". By 8/31, we again asked for updates, with radio silence. Now we learn that the delay was until 9/18. At this point we had to pull the plug, with no confidence that the job would get done or done well, and we had be able to settle into our home. On 8/31 we discussed this with *****, who agreed to refund us on the carpet job.I hired a local group, the job was done fully in under a week on 9/6 at a similar price and with better carpets. As of today, 9/14, we are still awaiting our full refund. ***** has more than once promised we'd have that before now, and we need the funds to pay for the completed carpet job. I will likely soon have to hire a lawyer to file a claim for return of our funds, on services that were never performed.There are plenty of places to buy carpet, with no need for this timeframe. Buy from a local group, and don't trust this unreliable companythere's no accountability or supervision of the franchisees. How hard is it to give someone their money back for a job that never got done??