Complaints

• Initial Complaint

  01/31/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  order date 12/10/2024 Amount $ 3679.00 estimator measured house ******* on 12/9/24. We discussed seam location and he guaranteed me no seam across hallway entrance. I contacted my salesman ******* ********. ******* and ***** both said it was installed incorrectly and needs to be fixed. For the last 30 days I've been giving the run around. I finally was able to contact **** ******** (sales manager) he told me I'm just going to have to live with it. I reconnected with ******* and ***** and they told me he should fix the problem because I was told no seam across entry to hallway. I have these conversations recorded if needed.

  

  Business response

  02/07/2025

  Hello,
  
  This is *** ******** with Big Bob's Outlet of Kansas City in response to Complaint ID ********.  Big Bob's respectfully requests that you deny this disputed amount of $3679.95.
  The material has been fully installed in this customer's home. It is fully under warranty.  The flooring materials have been installed within both manufacturer's and installation standards and guidelines.
  
  The customer communicated to Big Bob's post-installation that he was adamant he wanted specifically 720 square feet of carpet to mitigate seams.  However, the invoice he signed for and paid for specifically states 678 square feet of carpet.  Please see attached signed invoice where the first line is clearly 678 square feet.  Our measure system simply calculated the correct amount of square footage needed to complete the areas within installation specifications.  If our customer wanted more square footage of materials and labor, the day the customer signed and paid would have been the appropriate time to request a change in the order, size, and cost.  For the record, no material was ordered until this invoice was signed and paid in full.
  
  In speaking with this customer after the installation, Big Bob's offered to come out and rework the seam.  The customer has denied this request, indicating that he only wants a full replacement and nothing else.  The offer to come out and rework this seam is still available, as this customer has full warranty of the integrity of the seam and the entire installation. As industry standards state, seam placements are perfectly acceptable by all flooring guidelines and will not affect the quality of the floor and that no seams are invisible.  This customer is simply upset about one seam placed in his carpet.

  Thank you,

  *** ********

  General Manager

  Big Bob's Outlet of Kansas City

  

  Business response

  02/18/2025

  We have reviewed the recording and we respectfully disagree that this recording is in any way an "oral contract" between Big Bob's and the customer.  I have spoken with ******* ********, our salesperson on the other end of the recording, and he had zero knowledge that he was being recorded.  In the recording, Brendan told the customer multiple times that his boss would be calling.  ********* boss, ****, and our customer did in fact have a conversation, which was that 687 square feet was sold, signed for, paid for, and with this square footage, a 3 foot seam needed to be placed where the hallway meets the living room.  And again, that this 3 foot seam was perfectly fine and acceptable as far as quality of installation and still holds up with all warranties associated with the material and installation.

  
  

  In addition, it is our stance that the Big Bob's invoice that was signed by our customer supersedes this recording that took place after installation.

  
  

  That being said, we are happy to find a solution with our customer.  We understand that the customer is not interested in Big Bob's coming back out and making the seam look better, that only a replacement is satisfactory.  And so, we would be willing to split the price with the customer.  In order to replace enough of the carpet so that there is no seam between the hallway and living room, 360 square feet of labor and material is needed.  Typically, that would run $1,771.20 plus tax, however Big Bob's is willing to cover half and replace this carpet for $885.60 plus tax.

   

  Please let us know if this is satisfactory for the customer.

  
  

   

  Customer response

  02/21/2025

   Thought BBB might be able to put some pressure on big Bob's to release a copy of the job layout with special instructions for seam locations.

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