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:04/15/2024

  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.

  I needed new flooring for my rental,the manager came to my house, and told me my floors were bioharzadous due to urine soiled floors, i know nothing about floors and urine or what to do, she went to her store to do a estimate, they recommended new flooring with two layers of ***** paint,but one step they totally by passed, was that the subfloors had so much urine damage that infact they should of never been painted , they needed to be cleaned and removed from a restauration company , they knew this because they took photos of the subfloor i had no idea, a home inspection was done and he said the floor was bubbling and should never of had ***** put on wet urine and that now i have to remove subfloors, the manager had even told me they are the last to come in, and said after a company emzymes flooring they can come in, so i felt like she was trying to cover her tracks, because what happen, after i applied for credit line at their store i think they were in a hurry to make money and them being in flooring biz should of told me, to have it looked at before hand, prior to this getting this far, i had filed a insurance claim due to the amount of damages in whole home by renters, we started seeing the big picture and once the flooring place knew insurance was involved they sent a updated estimate 4times the first one,things got deeper as i picked out flooring etc,they painted the subfloors and under 48hr i had to cancel due to insurance and that i was told subfloors have to come out.i called the flooring place right away and told them that service master has to do some major renovation work and i needed to hold off on flooring for several months,trim,subfloors,door casings all had to come out,they told me thats dine we will refunded you, come to find out they gave me instore credit and didnt credit my card back,they also owed me 454.from over charge, so i said no i need it back on my card, i got the run around,and they told me i wont be charged a cancel fee.they lied

  

  Business Response

  Date: 04/16/2024

  Dear BBB, 

  Thank you for bringing this complaint to my attention. I understand ******* ***** is seeking an additional refund regarding their project with Columbia Rug Carpet One.
  

  I want to highlight several key points:
  

  Terms and Conditions: Our terms and conditions clearly outlines a no-cancellation policy.

  Resolution Attempt: We worked with Mrs. ***** to find a solution, offering a generous instore credit to be used towards future services. The customer accepted and later declined, demanding a full refund.
  

  Partial Refund: Despite the terms of our agreement, we approved a refund minus work completed and a cancellation fee in line with our policy.

  Chargeback Disputes: The customer simultaneously disputed these charges with both *********, their credit card company and demanded a check from our business. ********* investigated and determined we were not responsible for a refund, and the customer lost the dispute.
  

  Goodwill Gesture: Even after the favorable ruling, we issued the partial refund (minus work completed and fees) to demonstrate our commitment to customer satisfaction.

  I believe this demonstrates our extensive efforts to resolve the issue fairly, both before and after the customer filed a BBB complaint. While we regret that the customer remains dissatisfied, we feel our actions were justified given the circumstances.

  Thank you for your consideration of this matter.
  Sincerely, ***** ********* - Columbia Rug Carpet One

  Customer Answer

  Date: 04/25/2024

  The owner needs to refund me the rest of my money owed to me. He also needs to refund me for the ***** they applied to my subfloors , and home inspector said they should of never done that. And now the subfloors all have to be removed due to them not doing the right steps. And wanting to make a quick commission off me. I have a active insurance claim as well. The subfloors needed to be removed even prior to then painting it due to the large amounts of urine in subfloors. So basically they painted over something that was bad to begin with. And only made it worse. They also got paint drops all over my walls and alot of costly finishing work has to be done to removed the large drops off paint. They gave me in store credit and than decided not to refund me correctly back to my card. They are the ones that pointed out that the floors were biohazard and they even took photos and knew the floors were wet still. Also the owner must of felt bad and refunded me some but , than decided to keep fees. Which I never had a custom order and canceled under 48 hours and they assured me I would be refunded and not charged a fee since I had a insurance claim open. They than tripled the estimate for whole house flooring and I emailed this showing they knew I had a claim active so that was more reason to refund me cuz insurance would take over.  But they got super shady and didn't refund and it has turned into a mess. I did win one of my disputes with them at *** , what's odd is that's money I was owed for over paying this owner is not running his business  fare at all. Thanks for you help. I even remember the owner asking when insurance would pay them. It's like he was debating if he would refund me. I felt very uncomfortable with how they didn't refund me I didn't want to proceed with then as my flooring company, why would I have insurance pay them if they weren't willing to faithfully refund me money i was owed. You can't get double paid. I will email his email he sent me and photos. Thanks. I don't want to get a attorney , but if I have to I will. Thanks. 

  In the email the owner says his hands are tied ? That is not true he could of done the right thing and told them to refund it. Instead he lied to me and the first dispute failed. I have filed 3 disputes with this debt. With him. He's a lair clearly and does what he wants. Instead of rightfully refunding me. 

  

  Business Response

  Date: 05/06/2024

  Hi Mrs. *****,

  I'm sorry that you remain unhappy with how we resolved your project. I understand this has been a drawn-out process, so let me recap the details:

  - You purchased flooring for your rental property including ***** for pet odor treatment.

  - After starting work on the subfloor, you requested to put the project on hold. With this additional time you wanted to reselect materials.

  - Due to our no-cancellation policy, we provided two options: 1) an in-store credit for future use, and 2) a $450 refund for work you no longer wanted completed. The refund was initially sent to the rental address, which was incorrect.

  - Shortly after, we learned that the original $450 charge was disputed with your credit card company. While this dispute was pending, our showroom received multiple calls requesting another check to be written. 
  

  - You later decided to cancel the entire project. Because of our policy, we offered to refund the purchase minus a cancellation fee. We were processing this refund when we were notified of a separate dispute with ********* for the full project amount. We received frequent calls requesting a check during this time. If both a check and dispute went through you would have been refunded twice.
  

  - To resolve the disputes, we had to wait for a decision from both your credit card company and *********. While the credit card refund was processed (not disputed by us), ********* ruled in our favor, indicating that you weren't owed a refund.
  

  - Despite this, in an effort to conclude our business relationship, we proceeded with a refund (minus the cancellation fee). This concluded our involvement with the project.
  

  Given these circumstances, I would request that you reconsider the multiple negative reviews left for our business.

  Customer Answer

  Date: 05/12/2024

   I am rejecting this response because:
  
  The amount that was sent to my house was 454.00 that was owed to me for over payment I made, I canceled under 48 hours prior to anything and the manager at the store knows I canceled well in advance , and assured me I would not be charged, you have been highly unprofessional, the reason I did not want to do business with you if because of how unfair and unprofessional you have been. I would have happily done business had you not been greedy and unprofessional with me. I have enough documentation and voice mails and emails and paper work that and testimony that can back this. If I am not refuneded in a timely matter I will be having my attorney contacting you promptly. I never scheduled the job because of the mistakes that were made by your company, rushing painting of a floor that had wet urine. This can go to court if you don’t want to do what’s morally right. And legal. As I never had a special order. WORK HAD TO BE STOPPED DUE TO INSURANCE AND HOME INSPECTIONS THAT TOLD US THAT YOUR COMPANY WAS NOT SUPPOSED TO PAINT URINE SATURATION ON SUBFLOORS THAT your manager admitted to making a mistake. Please let me know the soonest  I will be refunded. 

  Customer Answer

  Date: 05/12/2024

  My lawyer will be contacting you.