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Complaint Details
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Initial Complaint
02/14/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Purchased ********* ***** LVP from Value Carpet 12/10/19; which came with a Lifetime Residential Warranty; flooring starting to buckle in several areas; contacted Value Carpet and Mr. D******** came out; inspected the flooring prior to Thanksgiving; each conversation amounted to how strong and durable the LVP was and nothing could be wrong with it; from the conversations regarding the problem and addressing/ taking care of the problem it appeared that it was something that we as the homeowner did to cause the problem; attempted to contact several times with negative results; actually made contact in December; was informed that ********* had went out of business or something to that effect and he was waiting to hear from someone; not sure who; to see how to proceed; actually received a follow up call that evening; the last contact was in early January; after he distinctly told me he would get back with me; integrity non-existent; it is now the 14 th of February; no follow up; issue initiated prior to Thanksgiving. I have been a customer of Value Carpet since 1996; during the initial building of my home and through the years all of my flooring; tile; counter tops and back splash up grades was done through Value Carpet; never a problem with sales or customer service until now; if a problem occurred; it was addressed . I need my flooring issue addressed.Business response
03/04/2024
In response to this complaint, the floor in question which was installed over an existing floor has a one-year installation warranty through our company. ********* had a limited lifetime residential warranty. Unfortunately, ********* has gone out of business and those warranties are no longer valid through the manufacturer. This is no fault of our company. We have explained to the plaintiff that ********* is out of business. We also explained after the examination of the floor that it appears that subfloor is rising which has caused the floating floor to rise. One solution would be to unlock the floor and check the subfloor for issues. If the locking floor is damaged by the subfloor there is no replacement flooring since the manufacturer is out of business. We are willing to unlock the flooring and check the subfloor. If the locking system is compromised by the subfloor this is not an installation issue and we cannot be responsible for the replacement of the floor. We are willing to pull up the flooring and fix the subfloor and reinstall the flooring only if the existing flooring is not compromised. If we pull up the flooring and the subfloor has damaged the flooring, then the plaintiff should be responsible for the replacement of the flooring since it is nothing, we did to cause the damaged flooring.Customer response
03/11/2024
The complaint has not been resolved as indicated with the attachments sent with the initial complaint; no where is the warranty identified as (1) one year in the warranty issued at installation; Value Carpet still should be responsible for a product that they sold even if the company went out of business; please view the warranty submitted with the original complaint
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.