ComplaintsforComplete Floor Covering, Inc.

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Friday February 3rd I had ********************* from Complete Floor Coverings come out to fix my carpet that needed to be stretched in two rooms, the bedroom and living room. He said he would have to cut my carpet in between the closet and my bedroom to get it to stretch, telling me After he cut he said they are supposed to cut underneath not on top, so now it looks horrible. He then tried to stretch my carpet only about a 5 foot area in my bedroom without moving any furniture and never did the whole room and still have the humps in my carpet, nothing got better. The living room was the same, he only stretched one little part maybe three feet and it didn't work. Then he tried stretched the carpet in the living room on the opposite side by the wood floor and put a massive amount of staples in and now it looks horrible!! He then tried stretching my son's room carpet by the doorwayfrom the carpet to the wood floor in the hall to get rid of the hump in the carpet making it look worse. I never even asked for that room to be done. So yes,I went with the cheap guy and sent him a text on how unhappy I was because he didn't take away any of the humps in the carpet and made things look even worse and he said your carpet is old and has cheap padding. It doesn't have cheap padding in fact this is very high quality carpet upstairs and is in excellent shape except needing to be stretched and re-tucked under the trim. He not only didn't do the job I asked him to do he made it look worse. I asked him for my money back and he offered half back two time and then would start arguing with me then said I have to have someone else come out and try it and if they can do it he would give me my money back. Who does that! I want my $300 back for a job that was not done. If he couldn't do the job he should have said ma'am this can't be done instead of making everything look worse. As you can see the 'one" text he put I TRIED to fix the carpet. He is very arguative. Pictures are from after , looks worse

  Business response

  03/17/2023

  We came to customers house to restretch her carpet. Customer told me she cleans her carperts all the time with a you do it yourself cleaner. Constantly cleaning carpet dries out the backing and makes it impossible to stretch it. I told Customer about everything before I did it.  She also has sub par padding under carpet which is bottoming out too. Her carpet was like stretching plywood. Carpet is so dried out that it will not stretch. she  Wants her money back in full. I told her have someone else try to correct it and I will pay her half back. We tried and it wasn't working.. I have 38 years of carpet experience and I know what I am doing. It wasn't the answer she wanted.. I spent time there and there was 2 installers there. I have to cover our time.  It's like a service call for your furnace. If it's not repairable they still charge you a service fee. I told her have somebody else come out and fix it and send me pictures and I will refund all of her money.. I think that is more then fair.

   

  Customer response

  03/20/2023

   
  Complaint: 19613540
  
  I am rejecting this response because: He knew he couldnt fix the carpet he should have told me immediately. He made everything look worse! I am not paying someone else to come out until I get my money back from this person. He is a retired older gentleman along with his sidekick who is also retired. They couldnt handle the job nor be honest . Instead they ruined my carpet in my $500,000 home! He tries to keep saying we cleaned our carpets all the time for an excuse. I told him him he was taking that out of context. I want my money back . I would have accepted half but now I want it all back . I have to look at where he stapled down my carpet and made more wrinkles in my carpet. He made everything worse. Again, he shouldve told me that he  wasnt up for the job. He didnt want to move furniture around to stretch the carpet nor did he do the whole room. He just tried to do a little section. Its the weirdest experience Ive ever been through.. And this is not cheap carpet or padding!

  I already sent the pictures. If you need them again let me k ow. 
  Sincerely,
  
  *****************************

  Business response

  03/23/2023

  I've done hundreds of restretches in my 38 years in business without removing the furniture. The carpet is 15 plus years old and is so dried out on the backing it barely stretch with a power stretcher. I'm willing to give her back half of her money. She can hire someone else to give it a shot but it's not gonna work. 

   

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