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:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  We purchased 70 yards of Dream Weaver ****** ***** ******* ******, in July 2024. We love the carpet but the installation where they joined the pieces together are disgusting! I had them come back to recheck 2 different places, a joined hall piece about 4 ft wide & also a living room piece that is about 20 ft. long.. They told me to keep vacuuming & the areas would eventually blend in. Well it will soon be 1 year & it still looks terrible. The installation & sale was from a reputable local business. And we try to always support a local business. Very disappointed in the installation. Would appreciate some input on this matter. Thanks

  Business Response

  Date: 04/07/2025

  I left a message for Mrs. ********* to contact me.  I will be glad to contact the dealer on her behalf but need additional information so I can move forward regarding the complaint.

  Thank You

  Business Response

  Date: 04/08/2025

  I spoke with Mrs. ********* on Monday and offered to contact the dealer on her behalf.  She has decided not to move forward with her complaint.

  Thank You

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Have an Engineered Flooring Dreamweaver carpet which has one of the “best” carpet warranties for rugs - supposedly. Got a stain on a spare bedroom rug and contacted the flooring store we bought from. They sent me the warranty info and care instructions. After attempting to clean numerous times I submitted a claim and they are stating it’s not covered. Nowhere in the warranty info does it state this stain wouldn’t be covered and their response was that they couldn’t list all things not covered in their disclaimer. They have very dishonest and deceptive practices. Don’t buy off what they pretend is a “great warranty” because they find a way to tell you it’s not their problem. I will now have to spend $300 to hire professional cleaners to try to get the stain out.

  Business Response

  Date: 04/07/2025

  A claim was filed on your behalf by the dealer, which the claim was declined due to the type of stain which is not covered by warranty. It is recommended you have professionally cleaned with a pre-treatment applied.  Allow the pre-treatment to dwell before cleaning using an extraction method.  This may take more than one cleaning to extract all that remains from the stain.  Due to the type of stain, this process may only lighten the area.

  The request for reimbursement for cleaning will not be honored.

  Thank You

  Customer Answer

  Date: 04/08/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  the warranty states covering “pet stains” and although this was a human stain similar to a “pet” stain- there is also no paperwork in the warranty information that this stain is not covered specifically. 
  
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Carpet with lifetime warranty installed May 2023. April 2024 I contacted ******* to advise there were spots and wear showing on the carpet they advised to get it professionally cleaned which cost me $377. from ******* Carpet Cleaners who advised the spots were reverse pile and not dirt. I sent the info to ******* who sent an inspector out 5-31. who advised the spots were wear but not the responsibility of the manufacture. they refused claim twice then offered to replace the carpet with "equal weight and quality" but would not pay for the install which would cost me over $1,000.. I asked for more information and the manufacture to contact me directly July 2024 and never heard back. This is new carpet and shows a lifetime warranty from Dreamweaver ********** ****** (************ sales). This carpet shows a lifetime warranty and should not be showing wear after less than a year. I can't sell the house with the carpet showing the two large dark spots and shouldn't have to pay for something under warranty. I live alone the dog I have was adopted November 2023 and did not contribute to these stains. I should not have to pay to have the current carpet removed and the new installed.

  Business Response

  Date: 10/07/2024

  This complaint has been reviewed; ********** ****** offered material as an accommodation toward replacement due to Ms. ******** disappointment in her carpet. The description of the issue provided by the company who performed the cleaning was inaccurate. As noted in the inspectors' findings, no stains were found.

  The offer from ********** ****** to provide material toward replacement remains open.  

   

  Thank You

  Customer Answer

  Date: 10/07/2024

  
  Complaint: ********
  
  I am rejecting this response because it doesn't deal with the cost of the install which would be over $1000.00.  Dreamweaver never responded to me to advise what replacement carpet they were offering to ensure it is an acceptable replacement.  I still do not feel I should have to pay for the removal and install when their carpet did not live up to their warranty.  it stated there were no stains but there are clearly dark areas on the carpet that can not be cleaned or removed so why is this my responsibility?  If I sell my house these dark areas and wear showing will be against the listing price.  the installer refused to respond to my previous complaint through the BBB. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:12/28/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  On September 8th I went to **** carpet and purchased what I was told excellent carpet. The price was 5160. After the carpet was installed I noticed it was shedding really bad and not the quality I was told it would be. It shows footprints terrible. Looks thin and flawed. I called **** Carpet numerous times and told them the issues. The answer I got was “I wish I had a magic wand so I could fix it”. I was also told they would file a claim for me to the manufacturer. I called again and was told the same thing by the owner they would file a claim and be in touch. No answer from them at all. Has been several weeks. ***** was the salesman. They also said if I would pay cash to them I would get a discount. I paid the cash.

  Business Response

  Date: 12/28/2023

  Engineered Floors will be contacting **** Carpet to discuss the concerns submitted.  There will be follow-up communication once additional information is obtained and the complaint is assessed. 

  Thank You.
  

  Customer Answer

  Date: 01/08/2024

  I filed a complaint on the carpet I purchased in September, 2023. Dreamweaver sent an inspector out. He agreed the carpet was flattened out , excessive fibers, and footprints. The quality of the carpet is terrible. I was told when I bought it the carpet was of good quality. I called Dreamweaver and asked politely for them to give me a call back concerning what they were going to do to help resolve this issue. I am hoping they will honor their warranty and make this right. I have received no response from them. The inspector took pics before and after walking on the carpet. Even in the bedrooms that are not used the carpet is flat, shedding and looks terrible. I reported the defective carpet to **** carpet two weeks after installation. I just want my carpet replaced and Dreamweaver and **** Carpet to honor their warranty and customer care.

  Customer Answer

  Date: 01/11/2024

  I filed a complaint. They sent an inspector out. I called dream weaver. I was told they could not give me any info. But she said she didnt even see a claim. I called **** Carpet and he says they haven’t heard anything yet. I feel like they are not going to stand behind the carpet like I was promised by **** Carpet. I think they are not trying to resolve this issue. I just want a refund on the carpet so I can replace it.

  Business Response

  Date: 01/12/2024

  The results of the inspectors' findings and the disposition of the claim were forwarded to the dealer on January 8th, 2024.  Please contact the dealer for the results.

  Thank You

• Initial Complaint

  Date:09/14/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Transaction: ~Oct 2022 Amount You Paid: I will get the exact amount but likely around $15,000 Committed to Provide: both vinyl flooring from the manufacturer and installation from the installer Nature of Dispute: Since moving into new build house in October 2022, the flooring smelled like strong chemicals and my family has health impacts (congestion, sick) when by the flooring. A few months ago, I hired an *** ******* professional, where the lab results came back with chemicals off-gassing beyond permissible limits. After sharing the results with the Installer and Manufacturer, they came back with a lie saying I didn't turn my AC on since June and that they will do nothing to remedy the situation. Keep in mind, the installation happened all the way back in October I believe. Resolution: no business has not tried to remedy the situation. They mentioned I am on my own to deal with it. Settlement: I want a refund for the flooring and installation, along with the chemicals professionally removed from the floor. I also will be providing more supporting evidence to confirm that I did / do always keep the air on in the basement. From moving in, October - April, I had an Au Pair living in the basement, and of course I provided her with air. In addition, he installer came onsite, along with a foundation expert to confirm humidity was not an issue at the house.

  Business Response

  Date: 09/18/2023

  We are communicating with Mr. ********* and his complaint is now under review. He has a been advised of the time frame regarding a response to the issues he has presented.

  Thank You,

  Customer Answer

  Date: 09/18/2023

  
  Complaint: ********
  
  I am rejecting this response because to does not include resolution.   I now have more evidence from my builder and au pair that I kept the error on.  Additionally, I have more feedback from other flooring companies that here is a chemical smell, issue with curing, and it needs to be addressed ASAP.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 09/19/2023

  The homeowner and I discussed on 9/18 the need to commission an independent inspection.  This is in process; the homeowner should be contacted within the next 24 hours to schedule.  We are working toward a resolve, to do so, additional information is required to determine the cause of the complaint.

• Initial Complaint

  Date:06/12/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Purchased Dreamweaver Jackson Hole Quiet Breeze carpeting in February, 2022 from 50 Floor. Immediately noticed a defect and notified 50 Floor. After more than three or four weeks correspondence Dreamweaver agreed to replace. I wanted to upgrade and agreed to pay. The original contract price was $3,104.00 and upgrade was $156.40. Original contract with ** ***** was dated 2/28/22 under the name of **** *****. ** ***** ******* ******* **** ************ for the replacement. Replacement was installed July 26, 2023. Within a day or two of replacement, we could see every footprint where we had walked. There are two adults in home with one 20 pound dog. I vacuum at least 3 times per week and walk in stocking feet. We had steam cleaning done by a reputable rug cleaning firm and there is no difference. Another $200+ expense. I then sent a letter via certified mail on April 14, 2023 to Mr. **** *********** head of residential product services at ********** ****** in Dolton, GA the parent company. It was picked up by ********** ****** April 17, 2023 and signed for according to post office. I have never received a phone call, email or any type of reply. I am totally frustrated with these products and am ashamed to have anyone visit my house. I did not complain to ** ***** the second time as they kept telling me there was nothing wrong with the carpeting and didn't want to go through that situation again. I am out over $3,000 for one room and cannot get anyone to stand behind their products. I have replaced carpeting in several homes and have never had such a low grade product. It looks like a washed out rag after a few hours vacuuming.

  Business Response

  Date: 07/12/2023

  
  
  Regarding the *****’s complaint, the dealer did not file a claim on their behalf, it appears the replacement that shipped on 7/29/22 was handled by the dealer, ** ******.  The complaint of footprints is not due to a manufacturing defect, it is a characteristic of the construction of the carpet.  The product has a sheen, which can be seen on the sample from which the *****’s selected from.
  
   
  
  I do not know who signed for the certified letter, it was not forwarded to the Claims Department.        
  
   
  
  Thank You,
  
   
  
  
  ***** *******
  Residential Claims Manager
  **** ********* *** ********* *****

  Customer Answer

  Date: 07/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: The fact that this carpeting has a sheen and is the reason all footprints show on it should have been revealed at time of purchase.  Who would want such a product in their home? It should not be on the market.  I believe my next step is the Consumer Protection Agency of the government, which is what I will pursue next.  Thank you.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:05/03/2023

  Type:Product 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.

  End of Sept. 2021 purchased carpeting for the downstairs bedroom of my home, along with the entire upstairs. The carpeting was installed the beginning of October and in less than a year the stairs and upstairs areas looked as if I had had it for years. We have no children, no pets and have not worn shoes in our homes in over 20 years. I was referred to 3 Star Carpets who after reviewing my photos and sending out their rep. Agreed to replace the carpet on stairs and in loft. The carpet they put down does not match the original carpeting. Their installers commented that all of the carpeting needed replacing, as they thought the carpet in bedrooms was old. I advised them that all of the carpeting was purchased and installed at the same time. The carpeting is beading up in Traffic areas, which should not be happening g In the time that we have had it. I contacted carpet vendor and they have now turned the claim over to the manufacturer, Dream Weavers as I cannot live with this worn out Capetian g that is 2 different colors patched together. Dreamweaver sent out an inspector 3 weeks ago, but to date Dream Weavers have not contacted me.

• Initial Complaint

  Date:10/07/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Purchased Dreamweaver carpet for our new home (we have purchased from Dreamweaver twice before) in 2015. There is a 10 year warranty. Within the first year the carpet began to buckle. We had every room in the house restretched. Now, just several years later the carpet is buckling up again. We again have to have our carpet restretched! This involves moving furniture and is a big upset! Dreamweaver is NOT honoring their warranty! They stated that we did NOT, "have the carpet cleaned via Professional Hot Water Extraction cleaning every 12-18 months." That is crazy, and we were never instructed to do so! My husband and I only walk on the carpet with clean socks, we have no pets, we are non-smokers, no kids. We have a built-in vacuum system and we vacuum our carpet every week and as needed. Besides the buckling, the carpet is showing premature wearing in high traffic areas.

  Business Response

  Date: 10/10/2022

  There was an error in the decline of this claim.  The complaint is approved for replacement, the dealer is being notified as well.

  Our apologies for the oversight.

  Thank You,

  Customer Answer

  Date: 10/12/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********