ComplaintsforCarpets Direct, LLC

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had opened a complaint against ******** Building and supply regarding poorly installed and failing vinyl plank flooring. ******** Building and Supply contacted Carpets Direct to have them inspect the problems we were having with the flooring Hinsford had installed. Adam B and Dan M came to our home in December 2021 to take measurements and to have us select new vinyl plank flooring that they were going to install to replace the flooring in our kitchen and dining room. We selected a color from the options they gave us. The manufacturer was to be ***, color *****, 5mm with 12 mil wear layer. Since we wanted the flooring in the kitchen and dining room to match the remainder of the first floor we requested a separate estimate for that flooring which we were going to pay for ourselves. They emailed us the estimate which was approximately $4800 and asked for 50% of that amount in order to proceed. We accepted their estimate via email and confirmed installation date of January 10, 2022. The flooring was installed over a period of 5 days. After the installation we noticed the flooring seemed much darker than the sample we were shown when we selected the flooring. Upon further inspection of a box of the flooring they left we discovered the vinyl plank they installed was not the flooring we selected. It is an in-house brand from Ohio Valley flooring. The plank flooring is 3.3 mm, the color is Lorraine which is a very dark brown. I called Carpets Direct and spoke with, **** and ***. They investigated further and informed me that their distributor had made this substitution without informing them. I spoke with representatives of both Carpets Direct and **** ****** Flooring to express my discontent with both the quality and the color of this flooring. I believe this flooring is an inferior product to what we contracted to receive and what we paid for.

  Business response

  03/01/2022

  Ms. ******

  We sincerely apologize for the miscommunication as it stemmed from the manufacture of the product. as soon as you made us aware of the issue we have been in communication with you.  I have spoke about exactly what happened with the product you originally selected.  You have been made aware that the product you received was actually a better floor upgrade as the Braley and the same color.  I have offered to replace your flooring with the original floor selected we will just have to wait for that floor to be available at the manufacture because it is currently backordered, when the backorder is lifted we will get you on schedule.  I was waiting on a return call from you to confirm this. If you would like to speak of this matter further please contact myself at ************.

   

  Thanks

  Dan M

  Business response

  03/10/2022

  Ms. ******

  We still have been waiting for you to call the office so I apologize for the delays.  Carpets Direct would like to sincerely apologize for any inconvenience.  We acknowledge that you are not happy about the error that was made by the manufacture and we have two options for you. We will do whichever option you choose.  These options are as follows:

  
  Option 1:  Carpets Direct will replace the flooring with Cyrus B when that flooring becomes available. (We have got notification that this product should be available March 25th, 2022.)     
  Option 2:  Carpets Direct will refund you $1000.00 and you can keep the current floor that is installed. ( This flooring is the same color as ****** and has the same warranties.)

  Please advice us of the decision you made asap. You may contact at our office at ************.

   

  Thanks

  *** *****

  Customer response

  03/11/2022

  Better Business Bureau:
  
  I have reviewed the two options proposed by Carpets Direct LLC in reference to complaint ID ********, and find that resolution option (1) to replace the flooring with *** ***** * is satisfactory with the following stipulations:

  1). Carpets Direct LLC will provide us a sample of the *** ***** * flooring along with its packaging/label so we may assess the color, thickness and wear layer of the LVP product.

  2). The sample of the *** ****** flooring and labeling should be provided prior to scheduling a date for installation of the *** ***** ****** product. 
  
  Regards,
  
  **** ******
  

• Initial Complaint

  10/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased flooring from this company in February of 2021. It was installed 3/8/21. The flooring was laid with 2 different lot #. I spoke with Daren in April and sent him pics. They ordered more flooring but only wanted to replace defective planks. 3 of their installers said whole floor needed taken up. Adam and manufacturer rep came to my home to assess. Still insist only defective planks needed replaced. When 3rd installer came he removed planks from each of the 13 boxes 1st installer left. None of them were the correct ones. Installer called store and spoke with Max and Adam. Installer was told they couldn't get anymore. I spoke with both and told them to remove flooring and give me refund. This was Sept. Darren called and said they would work it out with manufacturer. A week later, nothing despite my attempt to call. Now they want me to hash it out with manufacturer. I paid a little over $5900 in cash. Now they only text and will not call. I want the floor removed/ money returned

  Business response

  10/07/2021

  Ms. **********

  I am sorry you have had this issue with the flooring.  Once a floor is installed the process does take time to get response back on the issues at hand.  The floor was installed correctly and completely.  The issue on hand is a manufacturing issue due to the material that was installed and dialots being messed up.  We have to follow a process accordingly and it does take time and patience.  We have addressed the issue numerous times with the manufacturer whom has tried to give us the run around and many excuses on your flooring.  We at Carpets Direct are still working on getting your floor replaced and Daren had been communicating with you via text and phone conversations. In fact the last three days he has text you asking for you to call us so we can come to an agreement on your floor.  This manufacturing defect on your flooring is a decision that has to be made by the manufacture of the product not Carpets Direct.  I apologize for all of this and if you would please call the office for a solution to the matter as we have tried to be in contact with you the last few days and have not be able to make contact.

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